5+ years of Major Incident Management (MIM) experience
10+ years of overall IT experience
ITIL Foundation / Managing Professional or equivalent certification
Familiarity with ITSM tools (ServiceNow, BMC Remedy, Jira)
Knowledge of Cloud platforms (Azure, AWS, Google Cloud)
Experience with monitoring tools (Splunk, Dynatrace, Datadog)
Responsibilities
Manage the lifecycle of major incidents from start to finish
Lead incident bridge calls and coordinate technical teams
Establish command during service disruptions for quick decisions
Drive efforts to restore services minimizing impact
Communicate timely updates to executives and stakeholders
Maintain alignment to ITIL best practices
Facilitate post-incident reviews and monitor incident trends
Coordinate with vendors and internal support during incidents
Benefits
Opportunities for professional development
Supportive team environment
Access to cutting-edge technology
Flexible work arrangements
Comprehensive health and wellness programs
Full Job Description
Job Purpose and Impact
The Senior Consultant, I&O Operations job maintains the smooth operation of the organization's infrastructure by performing complex tasks, including monitoring systems, troubleshooting issues, and implementing security measures.We are seeking an experienced and proactive Major Incident Operations Professional (MIM)to lead the end-to-end management of high-impact IT incidents that affect critical business services. This role will be responsible for coordinating cross-functional teams, ensuring timely restoration of services, conducting stakeholder communications, and driving continuous improvement through post-incident reviews. The ideal candidate will possess strong leadership, communication, and problem-solving skills, along with extensive experience in IT Service Management (ITSM) and incident management processes within a complex enterprise environment.
Key Accountabilities
Own and manage the lifecycle of major incidents from identification through restoration and closure.
Lead incident bridge calls and coordinate technical teams across infrastructure, applications, networks, security, cloud, and vendor organizations.
Establish command and control during critical service disruptions, ensuring rapid decision-making and effective execution.
Drive service restoration efforts while maintaining focus on minimizing business impact.
Provide timely, accurate, and concise communications to executives, business stakeholders, customers, and technical teams throughout the incident lifecycle.
Maintain incident hygiene and alignment to ITIL best practices.
Facilitate post-incident reviews (PIRs), monitor and report incident trends, SLA compliance, and operational metrics.
Coordinate with third-party vendors, service providers, and internal support teams during major incidents.
Drive accountability across support teams to meet restoration targets.
Qualifications
Minimum requirement of 5 years of relevant MIM experience. Overall work experience of over 10 years.
ITIL Foundation / Managing Professional, or equivalent certification.
Experience with ServiceNow, BMC Remedy, Jira Service Management, or similar ITSM tools.
Knowledge of Cloud platforms (Azure, AWS, Google Cloud).
Familiarity with monitoring and observability tools such as Splunk, Dynatrace, AppDynamics, Datadog, Grafana, or Azure Monitor.
Experience in large-scale enterprise or global operations environments.
