Incident Management Lead

Roles & Responsibilities

Major Incident Command

• Own end-to-end P1/P2 incident management across on-prem and Azure environments
• Lead incident bridges / war rooms with internal teams, vendors, and Microsoft Azure Support
• Perform rapid triage using Azure monitoring tools within first 15 minutes to assess impact and scope
• Drive escalation decisions, including Microsoft P1 support and DR activation
• Communicate effectively with technical teams and senior/C-level stakeholders

Post-Incident & Continuous Improvement

• Conduct blameless PIRs (P1: 48 hrs, P2: 5 days)
• Own incident action tracking and lead Service Improvement Plans (SIPs)
• Perform trend analysis to identify recurring issues and drive RCA with Problem Management
• Report key KPIs: MTTD, MTTR, recurrence rate, SLA adherence, customer impact

Process & ITSM Governance

• Own and improve Major Incident Management process, playbooks, and runbooks (ITIL 4 aligned)
• Define severity matrix and escalation framework across IT and vendors
• Maintain crisis communication and executive notification protocols
• Collaborate with Change Management to assess change-related incident risks

Azure Operations & Cloud Incident Management

• Maintain Azure incident playbooks (AKS, Azure SQL, ExpressRoute, Entra ID, outages)
• Work with Microsoft TAMs and Azure support for escalations
• Proactively monitor Azure Service Health and trigger pre-emptive incidents
• Identify monitoring and observability gaps with SRE/Cloud teams

Capability Building

• Deliver MIM training for service desk and technical teams
• Run quarterly incident simulation exercises (GameDays / IncidentEx)

Required Skills

• 6+ years IT Service Management experience; 3+ years in Major Incident Manager / Incident Commander role in large enterprise environments
• Strong experience in Azure incident management (Azure Monitor, Service Health, Log Analytics, Application Insights, Microsoft support escalation)
• ITIL 4 certification (Managing Professional / Specialist High Velocity IT preferred; Foundation mandatory)
• Proven experience handling P1 incidents with 20+ stakeholders across technical and executive teams
• Expert in ServiceNow ITSM (Incident, Problem, Change, dashboards, reporting)
• Strong data analysis and KPI reporting skills (incident trends, dashboards, executive reporting)

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