Sr. Tech Lead - Infrastructure Services N 4D
Core
Lead high-priority incident bridges to ensure rapid service restoration and coordinate with resolver groups for critical technical issues.
Role type
Senior Major Incident Manager (Escalation Management)
Builds
Service stability and rapid recovery for enterprise applications and infrastructure
Domain
IT Operations / Cloud Infrastructure / Incident Management
Deliverable
client delivery
Required skills
Incident management, Stakeholder communication, Cross-functional collaboration, Problem management, SLA adherence, On-call rotation management, Technical troubleshooting, Post-incident review, Escalation planning, Trend analysis
Preferred skills
AI/automation adoption, Process improvement, Thought leadership
Technologies
ServiceNow, PagerDuty, Microsoft Teams, Power Automate, New Relic, Harness, MS Copilot, AWS, Azure, GCP, VMware, SQL Server, IIS, Apache, Tomcat, AppDynamics, SolarWinds, SCOM, Nagios, Zenoss, PowerShell
Responsibilities
Lead major incident bridges and coordinate resolver groups, Act as single point of contact for complex escalations, Drive end-to-end resolution and stakeholder communication, Collaborate with cross-functional teams to troubleshoot issues, Conduct post-incident reviews and prepare reports, Manage problems and drive continuous service improvement, Analyze escalation trends and risks, Develop and maintain escalation management plans, Initiate hierarchical escalations, Ensure accurate documentation and compliance, Validate customer satisfaction before closure, Participate in 24x7 on-call rotation
Seniority
Senior, hands-on IC