Job Summary

Job Description: Critical Incident Manager / Command Centre Manager Role: Critical Incident Manager / Command Centre Manager Experience: 10–15+ years overall IT experience, with 5+ years in Major/Critical Incident Management Function: IT Service Management / Operations Support Model: 24x7 Global Operations Level: Senior Manager / Service Management Lead Role Summary We are looking for an experienced Critical Incident Manager / Command Centre Manager to lead the management of business-critical IT incidents and ensure rapid restoration of services with minimal business impact. The role will be responsible for driving P1/Critical and high-impact P2 incidents, establishing effective technical and leadership bridges, coordinating multiple resolver groups, managing executive and customer communications, tracking restoration actions, and ensuring appropriate post-incident RCA and corrective actions. The Command Centre Manager will additionally oversee 24x7 command-centre operations, ensuring effective monitoring, event-to-incident response, escalation, communication, operational governance, and collaboration across infrastructure, cloud, network, security, application, and service-management teams.

Key Responsibilities

Key Responsibilities 1. Critical / Major Incident Management Own end-to-end management of P1/Critical and high-impact incidents from declaration through service restoration and closure. Quickly assess incident business impact, urgency, severity, affected services, users, geographies, and dependencies. Initiate and lead technical incident bridges involving relevant resolver teams. Establish clear incident command, ownership, and accountability during high-pressure situations. Drive troubleshooting across multiple technical teams without losing focus on fastest safe restoration of service. Establish parallel workstreams when required to accelerate diagnosis and recovery. Challenge and escalate when troubleshooting is not progressing at the required pace. Ensure appropriate vendor and third-party engagement. Evaluate workaround, failover, rollback, disaster recovery, and other service-restoration options with relevant technical teams. Maintain an accurate incident timeline covering key events, decisions, actions, escalations, and recovery milestones. Ensure incidents are managed in accordance with defined ITIL / ITSM Major Incident Management processes. 2. Command Centre Operations Manage day-to-day operations of the 24x7 IT Command Centre. Provide centralized operational oversight across: Infrastructure Network Cloud Applications Databases Middleware End-user services Cybersecurity Enterprise monitoring and observability Ensure timely acknowledgement, triage, assignment, and escalation of critical alerts and incidents. Establish effective shift handover and operational continuity processes. Monitor open critical issues, service degradation, planned high-risk changes, and emerging risks. Coordinate during periods of elevated operational risk such as major releases, infrastructure migrations, patching, disaster recovery exercises, and high-risk business events. 3. Incident Command & Technical Coordination The role does not need to be the deepest technical SME, but must possess sufficient technical breadth to challenge and coordinate engineering teams effectively. Expected understanding includes: Windows and Linux Network / DNS / Load Balancers / Firewalls VMware and virtualization Storage and backup AWS / Azure cloud Databases and middleware Kubernetes / container platforms Identity and Access Management Cybersecurity Application infrastructure Monitoring and observability The Incident Manager should be able to ask the right questions around recent changes, dependencies, capacity, connectivity, certificates, authentication, infrastructure health, application health, failover, rollback, and recovery options. Stakeholder & Executive Communication Act as the single coordination point during critical incidents. Provide clear and timely communications to technical teams, service owners, business stakeholders, senior leadership, and customers. Translate complex technical information into concise business-impact-oriented executive updates. Maintain consistent update cadence throughout the incident lifecycle. Clearly communicate: Business impact Current situation Actions completed Actions in progress Restoration strategy Risks/blockers Next update time Manage stakeholder expectations without communicating unverified recovery timelines. Conduct executive and leadership escalation when SLA, service availability, or business operations are at risk. Major Incident Governance Ensure correct severity classification and timely Major Incident declaration. Monitor critical incident response against contractual and operational SLAs/OLAs. Ensure appropriate resolver groups are engaged without delay. Identify bottlenecks and drive escalation across technical and management hierarchies. Ensure Technical Service Owners, Service Delivery Managers, vendors, and other stakeholders are engaged as appropriate. Maintain accurate incident records and evidence for governance and audit requirements. Post-Incident Management Coordinate Post-Incident Reviews (PIR

Skill Requirements

Mandatory Skills Major Incident Management Critical / Major Incident Management P1/P2 Incident Management Incident Command Crisis Management Service Restoration Stakeholder Escalation Executive Communications Technical Bridge Management Root Cause Analysis Post-Incident Reviews Problem Management Change Management ITIL / ITSM processes Tools Strong working knowledge of: ServiceNow ITSM or equivalent enterprise ITSM platform Monitoring/observability tools such as Splunk, Dynatrace, AppDynamics, SolarWinds, Datadog, Grafana, or Azure Monitor Microsoft Teams / collaboration and incident-bridge platforms Reporting and dashboarding tools such as Power BI is advantageous Technical Knowledge Good understanding of enterprise technologies across: Network | Windows | Linux | VMware | Storage | Backup | Cloud | Database | Middleware | Kubernetes | IAM | Security | Application Infrastructure Leadership Competencies The candidate must demonstrate: Exceptional command and control during high-severity incidents Ability to remain calm and decisive under pressure Strong analytical and problem-solving skills Excellent verbal and written communication Strong executive stakeholder management Ability to manage competing priorities during crises Strong negotiation and escalation skills Ability to challenge technical teams constructively Customer-first and business-impact mindset Effective coordination across geographically distributed teams Strong ownership and accountability Qualifications & Experience Bachelor\'s degree in Computer Science, Engineering, IT, or equivalent. 10–15+ years of overall IT experience. Minimum 5+ years of Major/Critical Incident Management experience in a large enterprise environment. Demonstrated experience managing complex P1/Critical incidents involving multiple technology towers and vendors. Experience operating within a 24x7 global delivery environment. Strong knowledge of ITIL-based Incident, Problem, Change, and Service Management processes. Preferred Certifications ITIL 4 Foundation / ITIL Managing Professional ServiceNow certifications are advantageous SIAM certification is beneficial for multi-vendor environments Cloud fundamentals certification such as Azure or AWS is beneficial Candidate should be okay to work in 12 hour shift if required.

Other Requirements

Mandatory Skills Major Incident Management Critical / Major Incident Management P1/P2 Incident Management Incident Command Crisis Management Service Restoration Stakeholder Escalation Executive Communications Technical Bridge Management Root Cause Analysis Post-Incident Reviews Problem Management Change Management ITIL / ITSM processes Tools Strong working knowledge of: ServiceNow ITSM or equivalent enterprise ITSM platform Monitoring/observability tools such as Splunk, Dynatrace, AppDynamics, SolarWinds, Datadog, Grafana, or Azure Monitor Microsoft Teams / collaboration and incident-bridge platforms Reporting and dashboarding tools such as Power BI is advantageous Technical Knowledge Good understanding of enterprise technologies across: Network | Windows | Linux | VMware | Storage | Backup | Cloud | Database | Middleware | Kubernetes | IAM | Security | Application Infrastructure Leadership Competencies The candidate must demonstrate: Exceptional command and control during high-severity incidents Ability to remain calm and decisive under pressure Strong analytical and problem-solving skills Excellent verbal and written communication Strong executive stakeholder management Ability to manage competing priorities during crises Strong negotiation and escalation skills Ability to challenge technical teams constructively Customer-first and business-impact mindset Effective coordination across geographically distributed teams Strong ownership and accountability Qualifications & Experience Bachelor\'s degree in Computer Science, Engineering, IT, or equivalent. 10–15+ years of overall IT experience. Minimum 5+ years of Major/Critical Incident Management experience in a large enterprise environment. Demonstrated experience managing complex P1/Critical incidents involving multiple technology towers and vendors. Experience operating within a 24x7 global delivery environment. Strong knowledge of ITIL-based Incident, Problem, Change, and Service Management processes. Preferred Certifications ITIL 4 Foundation / ITIL Managing Professional ServiceNow certifications are advantageous SIAM certification is beneficial for multi-vendor environments Cloud fundamentals certification such as Azure or AWS is beneficial Candidate should be okay to work in 12 hour shift if required.