Sr Service Engineer

Providence Global Center; Hyderabad; On-site; INR 2,500,000 - 4,000,000; Full time

Benefits offered by this job

Competitive Pay

Supportive Reporting Relation

Job summary

Providence Global Center in Hyderabad, India is seeking a seasoned 3P Incident Commander to lead end-to-end major incident management across infrastructure, cloud, security, applications and vendors. You will drive structured troubleshooting, escalation, and executive-level communication during high-severity outages, ensuring proper documentation, timelines, and root-cause analysis.

The role emphasizes monitoring, automation, and governance to reduce alerts and improve service maturity, with

Qualifications

• Bachelor's degree in computer science or related field.
• Well versed with ITIL, Devops and Agile model.
• 7-10 years of experience in Incident and major incident management.
• 5+ years of experience in monitoring, Incident management and all modules under ITIL.
• Hands on knowledge on resolving servers, storage, databases, and network issues & application issues.
• Expertise in ServiceNow, monitoring tools such as SCOM and SolarWinds.
• Experience in administration of workloads on Microsoft Azure (IaaS).
• Exposure or knowledge on AI tools, Copilot, Automation platforms, or operational AI capabilities is preferred.
• Experience working in NOC/Monitoring environments will be an added advantage.
• Experience managing enterprise level incidents with executive visibility and business critical impact.

Responsibilities

• Lead End to End Major incident management process effectively.
• Drive structured troubleshooting, escalation, and decision making during high pressure situations.
• Clear stakeholder & leadership communication.
• Accountable for the overall quality of the process and in compliance with the procedures, data models, policies, and technologies associated with the process.
• Ensure creation of incident timelines, root cause summaries, and repair items.
• Lead or support Major Incident Reviews (MIRs) and postmortem discussions.
• Work closely with NOC/Monitoring teams for faster identification and resolution of critical incidents.
• Identify opportunities to leverage AI, Copilot, and Automation for repetitive operational activities and trend analysis.
• Act as an escalation point for 2P Incident Commanders during high severity or business critical incidents.
• Drive executive level communication and coordinate with senior leadership during enterprise impacting outages.
• Lead cross-functional war rooms involving Infrastructure, Cloud, Security, Application and Vendor teams.
• Knowledge of crisis management situations and readiness.
• Review recurring incident trends and drive strategic service improvement initiatives.
• Provide governance oversight on incident management, process adherence, and operational maturity.

Skills

ITIL

DevOps

Agile

Incident management

ServiceNow

Monitoring tools

Azure IaaS

AI tools

NOC/Monitoring

Executive communication

Education

Bachelor's degree in CS or related field

Tools

ServiceNow

SCOM

SolarWinds

PowerBI

Azure (IaaS)

Job description

Why Us?

• Competitive Pay
• Supportive Reporting Relation

3P Incident Commander – Job Description

What will you be responsible for?

• Lead End to End Major incident management process effectively.
• Drive structured troubleshooting, escalation, and decision making during high pressure situations.
• Clear stakeholder & leadership communication.
• Accountable for the overall quality of the process and in compliance with the procedures, data models, policies, and technologies associated with the process.
• Ensure creation of incident timelines, root cause summaries, and repair items.
• Lead or support Major Incident Reviews (MIRs) and postmortem discussions.
• Work closely with NOC/Monitoring teams for faster identification and resolution of critical incidents.
• Identify opportunities to leverage AI, Copilot, and Automation for repetitive operational activities and trend analysis.
• Act as an escalation point for 2P Incident Commanders during high severity or business critical incidents.
• Drive executive level communication and coordinate with senior leadership during enterprise impacting outages.
• Lead cross-functional war rooms involving Infrastructure, Cloud, Security, Application and Vendor teams.
• Knowledge of crisis management situations and readiness.
• Review recurring incident trends and drive strategic service improvement initiatives.
• Provide governance oversight on incident management, process adherence, and operational maturity.

What would your day look like?

• Identify critical impacting issues, Drive bridges effectively, pull SMEs and drive end to end incidents, document steps for troubleshooting, and send timely communications.
• Auditing of incident tickets for ensuring proper documentation and follow up with Service Lines if found non-compliant.
• Very strong in creating process and technical documentation.
• Ensure that the incidents are tracked with correct categorization and prioritization.
• Ensure that activities within a process are being performed at a high level of quality and that it meets its associated Service Level Agreements or Operational Level Agreements.
• Identify Incidents for review and participate in incident review meeting.
• Coordinating with Service owners on repetitive issues and driving the rootcause by following the 5Y method.
• Works in conjunction with Continual Service Improvement (CSI)
• Establishing measurements and targets to improve process effectiveness and efficiency.
• Utilize PowerBI dashboard to build interactive and visually appealing dashboards and reports.
• Managed Agile feature tasks and subtasks, facilitated clear impediments.
• Following 30,60 and 90 models to all the new caregivers for effective knowledge transfer.
• Focus on alert reduction and driving support teams towards permanent fix for repetitive alerts.
• Work with monitoring tools and NOC teams to identify trends, recurring alerts, and operational gaps.
• Adopt AI & ML learnings for quick trends analysis & repetitive patterns.
• Conduct operational reviews with support teams on repeated incidents and service gaps.
• Drive coordination during multi tower or enterprise-wide incidents requiring senior incident leadership.
• Support implementation of process improvements, automation opportunities, and operational governance initiatives.
• Mentor junior/2P Incident Commanders on incident handling, communication and operational processes.

Who are we looking for?

• A bachelor’s degree in computer science or related field education/experience.
• Well versed with ITIL, Devops and Agile model.
• 7-10 years of experience in Incident and major incident management.
• 5+ years of experience in monitoring, Incident management and all modules under ITIL.
• Hands on knowledge on resolving servers, storage, databases, and network issues & application issues.
• Expertise in ServiceNow, monitoring tools such as SCOM and SolarWinds.
• Experience in administration of workloads on Microsoft Azure (IaaS)
• Exposure or knowledge on AI tools, Copilot, Automation platforms, or operational AI capabilities is preferred.
• Experience working in NOC/Monitoring environments will be an added advantage.
• Experience managing enterprise level incidents with executive visibility and business critical impact.
• Strong understanding of operational governance, service improvement, and incident trend management.
• Strong communication skills with excellent interpersonal skills both in written and verbal correspondence.
• Flexibility to work in 16/7 shifts (no night shifts) and on holidays.
• A bachelor’s degree in computer science or information science or related field.

Providencene
Providence’s vision to create ‘Health for a Better World’ aids us to provide a fair and equitable workplace for all in our employment, whether temporary, part-time or full time, and to promote individuality and diversity of thought and background, and acknowledge its role in the organization’s success. This makes us committed towards equal employment opportunities, regardless of race, religion or belief, color, ancestry, disability, marital status, gender, sexual orientation, age, nationality, ethnic origin, pregnancy, or related needs, mental or sensory disability, HIV Status, or any other category protected by applicable law. In furtherance to our mission in building a more inclusive and equitable environment, we shall, from time to time, undertake programs to assist, uplift and empower underrepresented groups including but not limited to Women, PWD (Persons with Disabilities), LGTBQ+ (Lesbian, Gay, Transgender, Bisexual or Queer), Veterans and others. We strive to address all forms of discrimination or harassment and provide a safe and confidential process to report any misconduct.
Contact ourIntegrity hotline also, read ourCode of Conduct .

Providence Global Center 8th Floor, Skyview 1083/1, Raidurgam,
Hitech City Main Rd, Hyderabad, Telangana 500081, India