Jobs → Operations → Incident Management Operations Lead

About the Role We are looking for an experienced Incident Management (IM) Operations Lead to manage enterprise IT operations, major incidents, service restoration, and operational governance. Key Responsibilities • Lead enterprise incident management operations • Manage critical P1/P2 incidents and service restoration • Coordinate cross-functional technical teams • Drive RCA, Post-Incident Reviews, and corrective actions • Monitor SLA, MTTR, KPIs, and operational performance • Improve incident management processes and service reliability Requirements • 8+ years of experience in IT operations and incident management • Expertise in Major Incident Management (P1/P2) • Strong knowledge of ITIL Incident Management practices • Experience with ServiceNow ITSM platform • Proficiency in Root Cause Analysis (RCA) and Problem Management • Experience with SLA/KPI management and MTTR metrics • Background in Incident Escalation & Resolution • IT Operations/Production Support experience • Stakeholder & Vendor Management skills • Incident Bridge Management experience • Continuous Service Improvement mindset