Major Incident & Problem Manager

You are seeking an experienced Major Incident & Problem Manager to lead the resolution of business-critical incidents in a large-scale IT environment. Serving as the central point of contact during high-impact incidents, you will ensure fast restoration, clear communication, and effective collaboration across all teams. The role also involves driving continuous improvement through detailed post-incident reviews and root cause analysis. Key Responsibilities include leading the triage, recovery, and communication efforts during major incidents, acting as the central point of contact for incident coordination, hosting and driving the major incident technical bridge to resolution, maintaining clear and timely communication with stakeholders, developing standardized communication templates, coordinating with vendors for additional support, ensuring incident response activities meet defined SLAs, documenting incident activities and outcomes, assigning and tracking Problem Records, overseeing root cause analysis, conducting post-incident reviews, implementing process improvements, maintaining the incident management framework, creating metrics and dashboards, providing leadership and support to the incident response team, and working in a 24x7x365 on-call rotation schedule. Required Skills & Experience: - 5+ years of experience leading major incident resolution in large-scale environments. - 5+ years of hands-on experience in Incident and Problem Management. - 4+ years supporting IT operations in enterprise environments. - Strong understanding of ITIL principles (Incident, Problem, Change Management). - Experience with ServiceNow ITSM workflows. - Working knowledge of AWS and Azure platforms. - Experience in Security Incident Response and Service Desk environments. - Strong skills in Criticality Analysis and effective communication. Nice to Have: - ITIL Certification. - Experience with automation tools and dashboards. - Background in DevOps or cloud-native monitoring solutions. What We Offer: - Dynamic and collaborative work environment. - Opportunity to work on mission-critical systems and services. - Professional development and training opportunities. - Competitive compensation and benefits.,