Sr Technical Consultant - Splunk Admin

JDA Software; Coimbatore District; On-site; INR 1,600,000 - 3,200,000; Full time

Job summary

Blue Yonder is seeking a Senior Major Incident Manager (8-12 years) to lead high-severity incidents across multi-cloud and hybrid IT environments. You will oversee end-to-end incident management, coordinate across vendors, and communicate with senior leadership during critical events.

The role requires deep ITIL knowledge, strong leadership, and the ability to drive root-cause analysis and continuous improvement in a fast-paced, enterprise setting.

Qualifications

• 5-8 years of IT operations, service management, or incident management roles with major incidents experience.
• Deep understanding of ITIL processes (incident, problem, change, service continuity).
• Proven experience leading high-impact, enterprise incidents in multi-cloud or hybrid IT.
• Excellent communication, stakeholder management, and crisis coordination skills.
• Strong analytical, problem-solving and decision-making under pressure.
• Demonstrated leadership driving cross-functional teams during incidents.
• Experience with enterprise monitoring, ticketing, and alerting tools (ServiceNow, Jira, Splunk, OpsGenie, SolarWinds).

Responsibilities

• Lead and own all high-severity incidents across complex IT environments.
• Manage end-to-end lifecycle of major incidents with SLA adherence.
• Provide timely updates to senior management and stakeholders.
• Lead post-incident reviews and drive preventive improvements.
• Define and enforce incident management processes aligned with ITIL.
• Mentor Major Incident Managers and L2/L3 teams.
• Collaborate with monitoring, infrastructure, and cloud teams for risk mitigation.
• Maintain dashboards and metrics on incident trends and performance.

Skills

Incident management

ITIL processes

Stakeholder management

Crisis coordination

Leadership

Analytical thinking

Decision making

Education

ITIL Intermediate or Expert certification

Tools

ServiceNow

Jira

Splunk

OpsGenie

SolarWinds

Job description

Scope

We are seeking a highly experienced Senior Major Incident Manager (8-12 years) to lead and oversee the management of high-severity incidents across complex IT environments. The ideal candidate will have extensive experience in IT operations, ITIL-aligned service management, and cross-functional coordination, ensuring minimal business impact and rapid restoration of services.

Our current technical environment: Incident management in multi-cloud environments (Azure, AWS, GCP). Experience with hybrid infrastructure (on-prem + cloud). Understanding of cloud-native monitoring tools (CloudWatch, Azure Monitor, GCP Operations Suite). Exposure to containerised platforms (Kubernetes, OpenShift, Docker). Familiarity with DevOps/SRE practices (CI/CD, automation, "observability as code"). Managing incidents in SaaS, PaaS, and IaaS enterprise environments. Knowledge of cloud security, compliance, and governance impacts during incidents.

What you'll do

• Major Incident Leadership: Serve as the primary owner and decision-maker for all high-severity incidents, coordinating across multiple technical teams, vendors, and business stakeholders.
• End-to-End Incident Management: Manage the complete lifecycle of major incidents—from identification and logging to resolution and closure - ensuring adherence to SLAs and operational best practices.
• Stakeholder Communication: Provide timely, clear, and accurate updates to senior management, business leaders, and external stakeholders during critical incidents.
• Root Cause Analysis & Continuous Improvement: Lead post-incident reviews, identify systemic issues, recommend preventive measures, and implement process improvements to reduce recurrence.
• Process Governance: Define and enforce incident management processes, policies, and best practices across the organization, ensuring compliance with ITIL frameworks.
• Team Leadership & Mentorship: Guide and mentor Major Incident Managers, L2/L3 support teams, and other operational staff on effective incident handling and crisis management.
• Proactive Risk Management: Collaborate with monitoring, infrastructure, and cloud teams to identify potential service-impacting risks and implement proactive mitigation strategies.
• Reporting & Metrics: Maintain dashboards, KPIs, and metrics to track incident trends, team performance, and continuous service improvement.

What we are looking for

• 5-8 years of experience in IT operations, service management, or incident management roles, with significant exposure to major incident handling.
• Deep understanding of ITIL processes, especially incident, problem, change, and service continuity management.
• Proven experience managing high-impact, enterprise-wide incidents in complex, multi-cloud or hybrid IT environments.
• Exceptional communication, stakeholder management, and crisis coordination skills.
• Strong analytical, problem-solving, and decision-making abilities under high-pressure situations.
• Demonstrated leadership experience, with the ability to drive cross-functional teams during critical incidents.
• Experience with enterprise monitoring, ticketing, and alerting tools (e.g., ServiceNow, Jira, Splunk, OpsGenie, SolarWinds).

Preferred Skills

• Experience with cloud platforms (Azure, AWS, GCP) and hybrid infrastructure.
• ITIL Intermediate or Expert certification.
• Knowledge of automation, orchestration, and incident management dashboards.
• Experience in stakeholder reporting to C-level executives.
• Exposure to compliance, audit, and regulatory requirements for IT operations.

Our Values

If you want to know the heart of a company, take a look at their values. Ours unite us. They are what drive our success - and the success of our customers. Does your heart beat like ours? Find out here:

Core Values

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

A Culture, Not just a Company

Our culture is built on collaboration, respect and having fun whenever possible. This along with ensuring we live our Core Values, enables us to learn, grow, create customer value, and manage the well-being of our collective ecosystem of partners, customers and associates alike. We rise each day with an unwavering commitment to lifelong learning, collaborating with respect, and operating with integrity.

What do we do?

Blue Yonder is the AI company for supply chain. As the world leader in end-to-end digital supply chain transformation, Blue Yonder offers a unified, AI-driven platform and multi-tier network that empowers businesses to operate sustainably, scale profitably, and delight their customers - at machine speed.

A pioneer in applying AI solutions to the most complicated supply chain challenges, Blue Yonder's modern innovations and unmatched industry expertise help more than 3,000 retailers, manufacturers, and logistics service providers confidently navigate supply chain complexity and disruption.

Blue Yonder is a trademark or registered trademark of Blue Yonder Group, Inc. Any trade, product or service name referenced in this document using the name "Blue Yonder" is a trademark and/or property of Blue Yonder Group, Inc.

Blue Yonder, Inc. - Administrative Office 15059 N Scottsdale Rd Suite 350 Scottsdale, AZ 85254-2666