01/01/2026 updated
MJ
100 % available
Major Incident Management Lead - IT Operations
Hyderabad, India
Worldwide
B.Tech Aeronautical EngineeringAbout me
Senior Major Incident & IT Operations professional with 11+ years of experience leading Sev1/P1 incidents, global bridge calls, and cross-functional teams. Strong in ITIL, RCA, SLA governance, and stakeholder communication, focused on reducing MTTR and improving service reliability.
Corrective and Preventive Action (CAPA)Crisis ManagementIncident ResponseInformation Technology Infrastructure Libraries (ITIL)Incident ManagementInformation Technology OperationsIT Service ManagementSecurity ManagingStakeholder ManagementProcess ManagementStakeholder CommunicationsRoot Cause AnalysisCoaching and MentoringTeam ManagementSafety Principles
Major Incident Management
Leadership in high-impact incident resolution with 10+ years experience in IT service delivery and operations, managing full incident lifecycle and ensuring SLA compliance
ITIL Process Management
Expertise in ITIL best practices including Root Cause Analysis, escalation procedures, and structured incident response processes
Crisis Management and Communication
Executive-level communication during critical outages, stakeholder management, and cross-functional team coordination across multiple time zones
ServiceNow Platform
Experience with ServiceNow SNOW team coordination and Overwatch queues for incident management
Bridge Call Facilitation
Single point of contact during business-critical situations facilitating cross-team communication
Post-Incident Reviews
Conducting PIRs and driving corrective actions to reduce incident recurrence and improve service resilience
Team Leadership and Mentoring
SME guidance for 10-member teams on incident handling, analytical approaches, and stakeholder communication
Security Incident Response
Managing high-severity incidents involving complex technical and security-driven escalations
Leadership in high-impact incident resolution with 10+ years experience in IT service delivery and operations, managing full incident lifecycle and ensuring SLA compliance
ITIL Process Management
Expertise in ITIL best practices including Root Cause Analysis, escalation procedures, and structured incident response processes
Crisis Management and Communication
Executive-level communication during critical outages, stakeholder management, and cross-functional team coordination across multiple time zones
ServiceNow Platform
Experience with ServiceNow SNOW team coordination and Overwatch queues for incident management
Bridge Call Facilitation
Single point of contact during business-critical situations facilitating cross-team communication
Post-Incident Reviews
Conducting PIRs and driving corrective actions to reduce incident recurrence and improve service resilience
Team Leadership and Mentoring
SME guidance for 10-member teams on incident handling, analytical approaches, and stakeholder communication
Security Incident Response
Managing high-severity incidents involving complex technical and security-driven escalations
Experience
Professional experience0 - 5 years
Freelancer since2026
Languages
EnglishFluent
Project history
Led global high-severity SEV-1/SEV-2 and crisis incidents across enterprise production systems and cloud services, ensuring rapid service restoration and business continuity
Managed and coordinated major incidents raised by clients in real time, ensuring timely response and resolution based on severity
Partnered closely with Customer Success Account Manager to strengthen customer relationships and ensure seamless communication during critical situations