Senior Technical Problem Management Analyst

**About the Role** We are seeking a highly motivated **Major Incident Manager** to join our 24x7 Operations team. In this role, you will lead the management of critical incidents, coordinate cross-functional technical teams, drive service restoration, and provide timely communication to stakeholders during high-impact outages. **ITIL Certification is Mandatory.** **Key Responsibilities** * Own and manage major incidents from identification to service restoration. * Lead incident bridge calls and coordinate resolver teams. * Drive timely escalations and ensure rapid recovery of business-critical services. * Provide regular updates to customers, stakeholders, and leadership teams. * Facilitate post-incident reviews and track improvement actions. * Maintain accurate incident records and reporting within ITSM tools. **Required Skills** * 5+ years of Incident or Major Incident Management experience. * Strong understanding of ITIL Incident Management processes. * Experience managing critical incidents in enterprise environments. * Excellent communication, stakeholder management, and leadership skills. * Familiarity with ServiceNow and monitoring tools is preferred. * Ability to work in a rotational 24x7 shift environment. **What We're Looking For** * Calm and decisive under pressure. * Strong problem-solving and coordination skills. * Customer-focused with a sense of urgency. * Ability to influence and collaborate across technical and business teams.