Lead Consultant
Core
Leading and coordinating end-to-end resolution of high-priority (P1/P2) incidents to ensure rapid service restoration and minimal business impact.
Role type
Senior Major Incident Manager
Builds
Service stability and operational resilience for IT services
Domain
IT Operations / IT Service Management (ITSM)
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
ITIL process expertise, major incident management, war room leadership, impact analysis, stakeholder communication, RCA facilitation, corrective action tracking, ITSM tool proficiency, multi-vendor coordination
Preferred skills
ServiceNow experience, problem management collaboration, change management collaboration, process gap identification
Technologies
ServiceNow
Responsibilities
Lead major incidents from initiation to closure with urgency and clarity; Drive war rooms/bridge calls coordinating multiple technical teams; Perform impact analysis and ensure accurate incident categorization; Provide timely stakeholder communication and executive updates; Ensure RCA is completed on time and facilitate Post-Incident Review meetings; Track and follow up on corrective and preventive actions; Maintain Major Incident logs, dashboards, and reports for leadership
Seniority
Senior, hands-on IC
