Major Incident Manager

Celcom Solutions Global; Chennai District; Presencial; INR 3 500 000 - 7 000 000; Tempo integral

Resumo da oferta

Celcom Solutions Global is seeking a Senior Incident Manager in Chennai to lead end-to-end incident management across Telecom IT, OSS/BSS, and Enterprise Applications.

You will drive major incident resolution (P1/P2), minimize downtime, and ensure seamless communication across business and tech teams. The role requires 15+ years in IT operations and hands-on ServiceNow in 24/7 environments, with ITIL certification preferred.

Qualificações

• 15 years of experience in IT Operations / Incident Management within Telecom (OSS/BSS).
• Hands-on experience with ServiceNow (or major ITSM tools) in 24/7 environments.
• ITIL Foundation (or higher) certification preferred.

Responsabilidades

• Lead major incidents (P1/P2), drive rapid restoration and escalations.
• Coordinate across Network, Cloud, Security, App Support, and Vendors for swift resolution.
• Track and improve operational metrics (MTTA, MTTR, SLA/OLA).
• Facilitate RCA and drive continual service improvement through trend analysis.
• Ensure strict ITIL process adherence.

Conhecimentos

Incident management

IT operations

Crisis leadership

Stakeholder management

Vendor coordination

ITIL framework

Formação académica

ITIL Foundation certification

Ferramentas

ServiceNow

Descrição da oferta de emprego

We are looking for a senior Incident Manager to lead end-to-end incident management across Telecom IT, OSS/BSS, and Enterprise Applications.
You will drive major incident resolution (P1/P2), minimize downtime, and ensure seamless communication across business and tech teams.

Location: Chennai- Work From Office
Experience: 15 Years
Notice Period: Immediate

Key Responsibilities

• Major Incidents (P1/P2): Lead major incident bridge calls, drive rapid restoration, and manage business escalations.
• Cross-Team Coordination: Partner with Network, Cloud, Security, App Support, and Vendors for swift resolution.
• Governance and KPIs: Track and improve operational metrics (MTTA, MTTR, SLA/OLA compliance, and service availability).
• RCA & CSI: Facilitate Root Cause Analysis (RCA) and drive continual service improvement through trend analysis and automation.
• Process Adherence: Ensure strict compliance with ITIL framework standards.

Key Requirements

• 15 years in IT Operations / Incident Management within Telecom (OSS/BSS).
• Hands-on experience with ServiceNow (or major ITSM tools) in 247 environments.
• ITIL Foundation (or higher) certification preferred.
• Excellent crisis leadership and stakeholder management skills.