Technical Support spec - ITSM, Telecom

Job Summary

Role Summary 

The Major Incident Manager (MIM) and Problem Manager is responsible for the end-to-end management of P1 and P2 incidents, ensuring rapid restoration of IT services with minimal business impact. The role demands strong leadership during high-pressure situations, excellent communication with senior stakeholders, and a proven ability to coordinate across technical teams, vendors, and business units. The incumbent must be available for rotational shifts including nights, weekends, and public holidays to ensure 24x7 incident coverage. Drive post incident review followed by in-depth RCA. Document workaround and permanent fix and track them to closure. Enable KEDB process and ensure organization knowledge is well document, current and maintain knowledge documentation global standard. 

Key Responsibilities

Major Incident Management  

• Own and drive the complete lifecycle of P1/P2 major incidents from detection to resolution and post-incident review.  

• Convene and chair bridge calls / war rooms with technical resolvers, vendors, and senior stakeholders.  

• Provide real-time status updates to senior management and affected business teams via defined communication channels.  

• Ensure adherence to SLA/OLA targets for major incident response, escalation, and resolution timelines.  

• Coordinate escalations to third-party vendors and technology partners where required.  

• Perform 24x7 on-call duties on a rotational shift basis, covering nights, weekends, and public holidays.  

• Monitor alerts and event queues to proactively identify potential major incidents before business impact escalates.  

Post-Incident Management   and RCA

• Facilitate structured Post-Incident Reviews (PIR) / Root Cause Analysis (RCA) within agreed timeframes.  

• Document incident timelines, contributing factors, and corrective actions with precision.  

• Track and follow up on all action items arising from PIR/RCA to closure.  

• Identify recurring incident patterns and proactively escalate to Problem Management for trend analysis.  

• Lifecycle ownership: Manages logging, prioritization, investigation, resolution, and closure of problems, and maintains the Known Error Database (KEDB).RCA leadership: Leads root cause analyses on major incidents using 5 Whys, fishbone, fault tree, or Kepner-Tregoe, and tracks corrective and preventive actions to completion.Proactive analysis: Runs trend analysis on incident and monitoring data to catch recurring issues early and reduce repeat incidents.Governance and KPIs: Defines the process and reports on repeat incident rate, problem aging, SLA compliance, and RCA completion.Leadership: Mentors Problem Managers, runs problem review boards and post-incident reviews, and advises leadership on risk and trends.ServiceNow skills: Configures the Problem module, links incidents, changes, and CIs via the CMDB, builds workflows in Flow Designer, publishes Known Error articles, and creates Performance Analytics dashboards.Jira skills: Sets up Problem issue types and workflows in Jira Service Management, links problems to incidents and engineering tickets, writes JQL filters and automation rules, and documents RCAs in Confluence.Qualifications: 7-10+ years in IT operations or service management (4+ in problem or major incident management), ITIL 4 Foundation, hands-on ITSM platform experience, strong technical grounding, and data analysis skills.Preferred and success measures: ITIL 4 Managing Professional, Six Sigma/Lean, and observability tool experience (Splunk, Dynatrace, Datadog); success means fewer repeat incidents, faster resolution, an accurate KEDB, and timely, high-quality RCAs. 

Skill Requirements

Technical Skills  

• Proficiency with ITSM tools: ServiceNow, Remedy, Jira Service Management, or equivalent.  

• Familiarity with monitoring tools such as Dynatrace, SolarWinds, Nagios, PagerDuty, or similar.  

• Working knowledge of infrastructure components: servers, networks, databases, cloud platforms (AWS/Azure/GCP).  

• Ability to read and interpret technical logs, alerts, and dashboards to drive incident resolution.  

Soft Skills  

• Exceptional communication skills – able to deliver clear, concise updates to both technical and non-technical audiences.  

• Strong leadership and conflict resolution skills to drive consensus during high-stress situations.  

• Ability to remain calm, structured, and decisive under pressure.  

• Excellent documentation and report-writing skills.  

• Strong analytical mindset with attention to detail.  

Other Requirements

Preferred Certifications  

• ITIL 4 Foundation or above (Mandatory)  

• ITIL 4 Managing Professional or Strategic Leader (Preferred)  

• Six Sigma Green Belt (advantageous)  

• Certified in Knowledge Centered Service (KCS®) Practices (preferred)