Sr Technical Consultant - Splunk Admin

Blue Yonder; Coimbatore District; On-site; INR 2,400,000 - 4,000,000; Full time

Job summary

Blue Yonder is seeking a highly experienced Senior Major Incident Manager to lead and oversee the management of high‑severity incidents across complex IT environments in India. The role requires extensive IT operations experience, ITIL‑aligned service management, and strong cross‑functional coordination to minimize business impact and restore services rapidly.

You will own the end‑to‑end incident lifecycle, communicate with senior management and external stakeholders, conduct root cause

Qualifications

• 8–12 years of IT operations, service management, or incident management experience.
• Experience managing high‑impact, enterprise incidents in multi‑cloud or hybrid environments.
• Excellent communication and crisis coordination skills.
• Strong leadership and cross‑functional coordination abilities.

Responsibilities

• Major Incident Leadership: own and decide for all high‑severity incidents, coordinating across technical teams, vendors, and business stakeholders.
• End‑to‑end Incident Management: manage lifecycle from identification to closure, ensuring SLAs and best practices.
• Stakeholder Communication: provide timely, clear updates to senior management and external stakeholders during critical incidents.
• Root Cause Analysis & Continuous Improvement: lead post‑incident reviews and implement preventive measures.
• Process Governance: define and enforce incident management processes aligning with ITIL.
• Team Leadership & Mentorship: guide MIM, L2/L3 staff on incident handling and crisis management.
• Proactive Risk Management: collaborate with monitoring, infra, and cloud teams on risk mitigation.
• Reporting & Metrics: maintain dashboards and KPIs for incident trends and service improvement.

Skills

ITIL & incident mgmt

Major incident handling

Multi-cloud experience

Stakeholder management

Crisis coordination

Leadership/mentorship

Communication

Education

ITIL Intermediate/Expert

Tools

ServiceNow

Jira

Splunk

OpsGenie

Cloud monitoring tools (CloudWatch/Azure Monitor)

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 containerized 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.