Own and manage the end-to-end incident lifecycle, including logging, categorization, prioritization, and resolution tracking.
Lead and coordinate Major Incident (P1/P2) calls, engaging cross-functional technical teams to restore service as quickly as possible.
Provide timely and accurate communication to internal stakeholders, management, and customers during incidents.
Drive root cause analysis (RCA) post-resolution and ensure timely closure of follow-up actions.
Maintain documentation for incident response processes, escalation paths, and communication templates.
Work closely with Problem Management and Change Management teams to minimize repeat incidents.
Monitor trends and key metrics to identify areas for improvement in incident handling.
Ensure adherence to SLAs, KPIs, and compliance requirements.
Provide incident reporting and analytics to management and stakeholders.
Conduct regular incident reviews, including post-mortems and continuous improvement activities.
4+ years of experience in IT Incident Management, with a focus on Major Incident Management (MIM).
Strong understanding of ITIL processes, especially Incident, Problem, and Change Management.
Proven experience coordinating P1/P2 incident calls and acting as the single point of contact during major incidents.
Excellent verbal and written communication skills with the ability to communicate effectively with technical and non-technical stakeholders.
Strong troubleshooting skills and the ability to quickly grasp complex systems and dependencies.
Experience using ITSM tools (e.g., ServiceNow, BMC Remedy, Jira Service Management).
Ability to remain calm and effective under pressure.
Experience working in 24x7 environments is preferred.
ITIL v3/v4 Foundation or Intermediate certification.
Experience in managing incidents across cloud, network, application, and security platforms.
Familiarity with monitoring and alerting tools (e.g., Splunk, Datadog, LogicMonitor, SolarWinds).
May require working in rotational shifts or on-call support during critical events.
Ability to work in a fast-paced, global IT operations environment.
Similar Jobs
What We Do
A Trusted Partner for Every Digital Enterprise Bringing Value. Jade Global is a global IT consulting company with two decades of industry experience that helps the world’s leading businesses and organizations build their digital core, optimize their operations, and accelerate revenue growth. We are headquartered in San Jose, California; Jade Global operates with offices in 13 locations across North America, the UK, and Asia. Renowned as a trusted "partner of choice" for businesses in Healthcare & Life Sciences, Hi-tech, Retail, Manufacturing, and Financial Industries, Jade Global has innovated 30+ industry-specific solutions. Whether your focus is harnessing or expanding Gen-AI, AI, and digital capabilities, transforming operating models, or accelerating insightful decision-making, we’re here to help you gain and maintain a competitive edge with efficient, sustainable models. At Jade Global, it’s all about outcomes—your outcomes—and delivering the results you desire, tailored to your unique requirements
