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Job Purpose and Impact

• 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

• MONITORING INFRASTRUCTURE PERFORMANCE: Monitors network performance to maintain smooth and efficient operations, applying tools to track network traffic, identify issues, and maintain optimal performance.
• TROUBLESHOOTING & RESOLVING ISSUES: Diagnoses and resolves moderately complex network and hosting problems affecting routers, switches, servers, and communication circuits, including performing root cause analysis and implementing solutions to prevent future occurrences.
• INCIDENT MANAGEMENT: Monitors and responds to network and hosting incidents, outages, and performance alerts, including categorizing issues and coordinating with technical teams for timely resolution.
• PROTOCOL ANALYSIS: Performs moderately complex protocol analysis to troubleshoot network issues and sustain proper communication between network devices.
• CONFIGURATION & DEPLOYMENT: Partners to configure and deploy new hardware and software while ensuring compatibility with existing systems, including setting up servers, network devices, and other infrastructure components.
• COLLABORATION & COMMUNICATION: Partners with vendors, third party service providers, and internal teams to resolve moderately network issues and improve network performance, providing effective and efficient communication, coordination and timely updates.
• DOCUMENTATION & REPORTING: Documents network issues, resolutions, and performance trends, and provides reports to senior technical personnel and stakeholders to inform decision making and improve network operations.
• BACKUP & DISASTER RECOVERY: Maintains and partners to develop backup and disaster recovery plans to ensure data integrity and availability in case of system failures or data loss.
• PROJECT MANAGEMENT: Co-leads information technology projects, such as system upgrades, migrations, and new implementations, delivering projects on time and within budget.
• AUTOMATION & SCRIPTING: Partners to develop automation scripts and tools to streamline infrastructure management tasks and improve operational efficiency.
•  #LI-RJ2 #LI-Hybrid

Qualifications

• 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.