Principal Consultant
Core
Leading Major Incident Management operations and governance across a multi-supplier SIAM ecosystem to ensure rapid service restoration and supplier accountability.
Role type
Senior IC Major Incident Operations Lead
Builds
Service resilience and operational continuity for enterprise clients
Domain
IT Service Management (ITSM) / SIAM / Operations
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Major Incident Management, SIAM, ITIL 4, ServiceNow, supplier management, stakeholder communication, incident command, trend analysis, process improvement
Preferred skills
Business continuity, disaster recovery, change management, problem management, cloud platforms
Technologies
ServiceNow, ITSM platforms, CMDB, Service Mapping
Responsibilities
Lead Major Incident teams across shifts, own P1/P2 incident operations, act as escalation point, oversee executive communications, monitor supplier performance, drive cross-supplier accountability, lead operational governance and reviews, facilitate Post Incident Reviews, partner with other ITSM teams, analyze incident trends, develop playbooks and processes, produce operational reports and dashboards, coach and mentor team members
Seniority
Senior, hands-on IC
