Operations Engineer

Project Role : Operations Engineer Project Role Description : Support the operations and/or manage delivery for production systems and services based on operational requirements and service agreement. Must have skills : Critical Incident Management Good to have skills : NA Minimum 3 year(s) of experience is required Educational Qualification : 15 years full time education

Summary:

The Major Incident Manager (MIM) is responsible for leading and governing the end-to-end lifecycle of high-impact incidents and escalations, ensuring rapid service restoration while minimizing business disruption. The role requires strong leadership, cross-functional coordination, and real-time decision-making during critical situations, along with a focus on continuous service improvement.

Roles & Responsibilities:

Lead and own Major Incident Management (MIM) and escalated incidents, including bridge initiation, stakeholder communication, decision facilitation, and incident closure. Drive incident triage, impact assessment, and recovery coordination across multiple resolver groups and support teams. Act as a Subject Matter Expert (SME), collaborating with and guiding teams to ensure effective incident handling and operational excellence. Take ownership of decisions during major incidents and steady-state operations, ensuring timely and effective outcomes. Engage with cross-functional teams to contribute to critical operational and technical decision-making. Provide timely and effective solutions to complex issues impacting both the immediate team and broader organizational units. Ensure clear, consistent, and proactive communication with clients, stakeholders, and leadership during major incidents and service disruptions. Design and implement appropriate workarounds and permanent fixes based on deep product, infrastructure, and service knowledge. Collaborate with internal and external teams to ensure system stability, resilience, and service continuity. Manage and prioritize incidents effectively to meet SLA commitments and MIM response timelines. Drive Post Incident Reviews (PIRs), Root Cause Analysis (RCA), and continuous improvement initiatives to prevent recurrence of incidents. Maintain adherence to ITIL-based incident, problem, and change management processes and governance standards.

Professional & Technical Skills:

Strong decision-making ability in high-pressure environments Excellent stakeholder and client management skills Ability to lead cross-functional teams and drive accountability Proactive mindset focused on continuous service improvement and resilience engineering

Must-Have Skills (Core) Strong proficiency in Infrastructure Service Management Hands-on experience in Major Incident Management (MIM) Deep understanding of IT infrastructure, applications, and service management principles Experience in Incident, Problem, and Change Management processes Solid knowledge of ITIL framework and best practices Proven ability to handle high-severity incidents, escalations, and executive-level communications Excellent communication, coordination, and leadership skills under pressure