Our client is a technical consulting company specializing in operational services for the high-tech industry. They specialize in helping platform and infrastructure teams operate multi-cloud environments, execute complex migrations, and enable seamless app deployments. Your Role Incident & Problem Management • Lead end-to-end incident response, triage, communication, and resolution in real time. • Act as Service Operations & Reliability Incident Commander for high-impact events across a global environment. • Track and improve metrics like MTTD, MTTM, and MTTR. • Champion blameless Post-Incident Reviews (PIRs) and translate learnings into long-term system and process improvements. Service Operations & Reliability • Oversee daily service health, capacity, and reliability across all supported environments. • Ensure compliance with operational KPIs through proactive planning and improvement. • Balance demand vs. capacity and manage shift coverage to prevent burnout. • Partner with engineering teams to maintain runbooks, knowledge bases, and escalation paths. • Drive automation and workflow optimization to reduce manual overhead. • Use data insights to guide decisions and improvements. Strategic & Cross-Functional Impact • Represent in customer reviews, operational syncs, and briefings. • Collaborate with SREs, product owners, and partner engineers to align priorities and reliability goals. • Contribute to frameworks and governance initiatives. • Lead service onboarding/off-boarding and strengthen operational readiness checkpoints. • Identify and close systemic operational gaps through process and tool improvements. Your Qualifications • Bachelor's degree in Computer Science, Information Technology, Engineering, or a related discipline. • 3+ years in Service Delivery, Incident Response, or Operations Leadership within enterprise-scale, 24×7 environments. • Proven experience managing technical teams, driving performance, and leading through critical situations. • Strong grounding in ITSM / ITIL principles (Incident & Problem Management). • Familiarity with cloud, distributed systems, or enterprise infrastructure. • Skilled in monitoring, alerting, and ticketing tools (e.g., PagerDuty, Datadog, Grafana, Splunk, ServiceNow). Core Competencies • Incident Command and Escalation Management • Analytical and Problem-Solving Skills • Communication and Decision-Making Under Pressure • Root Cause and Post-Incident Analysis • Operational Planning and Service Governance • Stakeholder and Partner Management • IT Service Management (Incident & Problem Management) • Observability, Monitoring, and Automation Tools Plus points if you have: • ITIL V3 or V4 certification or Incident Management Certifications • Familiarity in SRE practices and operational frameworks that promote reliability and automation Originally posted on Himalayas