Lead Administrator (Support &Operations)

About the role

The Major Incident Manager (L2) is responsible for leading the end-to-end Major Incident Management process to restore critical business services within agreed SLAs. The role serves as the central coordinator during high-priority incidents, driving technical teams, stakeholder communication, service restoration, RCA tracking, and continuous service improvement.

What you'll do

• Own and manage the lifecycle of P1/P2 Major Incidents
• Lead Major Incident bridges and war-room calls
• Coordinate technical resolver groups, vendors, and third-party teams during service outages
• Ensure rapid service restoration while minimizing business impact
• Drive incident prioritization, escalation, and resolution activities

What you need

• ITIL
• Ticketing tools
• Windows
• Linux
• JIRA
• AWS
• Any graduate

Good to have

• ServiceNow
• GCP
• Splunk
• Azure
• Root cause analysis