Major Incident Manager with mandatory Telecom experience- 7+ years

Job Description

• Key Responsibilities
• Lead and manage Major Incidents (P1/P2) across IT and telecom environments.
• Own the end-to-end incident lifecycle: detection, triage, escalation, resolution, and closure.Coordinate bridge calls and war rooms with application, infrastructure, and vendor teams.
• Manage incidents impacting BSS systems preferably Front End Portals, CRM - Salesforce, Integration
• Tibco, Billing -E// , SAP and OSS/networks.
• Provide timely and accurate stakeholder communications (status updates, outage notifications).
• Drive Root Cause Analysis (RCA) and post-incident reviews.
• Identify recurring issues and work with Problem and Change Management teams.
• Track and report KPIs: MTTR, SLA compliance, incident trends.Required Skills

Strong knowledge of telecom BSS platforms.

• Strong knowledge of Cloud Technologies AWS and Azure.
• Hands-on experience with ITIL Incident and Problem and Change Management.
• Familiarity with monitoring and ticketing tools (Service Now, Elastic, Ops Ramp, New Relic etc.).
• Excellent communication, leadership, and crisis management skills.