Major Incident / IT Service Management Specialist

Job Description

We are looking for an experienced ITSM professional with strong experience in Major Incident Management (MIM), Problem Management, Change Management, and RCA. The candidate will be responsible for coordinating critical production incidents, driving resolution, conducting RCA, and ensuring high availability of critical applications and infrastructure.

Key Responsibilities

• Manage and coordinate Major Incidents (MIM) and lead incident bridge calls.
• Coordinate with technical teams for timely incident resolution and service restoration.
• Drive RCA and Problem Management for recurring and critical incidents.
• Manage and coordinate Change Management activities as per ITIL processes.
• Troubleshoot and coordinate issues involving DNS, NAT, clustering, applications, and infrastructure.
• Maintain incident, problem, RCA, and change documentation.
• Communicate effectively with technical teams and business stakeholders.
• Work in a 24x7 rotational shift environment.

Mandatory Skills

• ITIL Foundation Certification
• Major Incident Management (MIM)
• Change Management
• Problem Management & RCA
• Knowledge of DNS, NAT & Clustering
• Technical/Production Support experience
• Strong communication and incident coordination skills
• Willingness to work in 24x7 rotational shifts