Technical Support spec - ITSM, Telecom

About the role

The Major Incident Manager (MIM) and Problem Manager is responsible for the end-to-end management of P1 and P2 incidents, ensuring rapid restoration of IT services with minimal business impact. The role demands strong leadership during high-pressure situations, excellent communication with senior stakeholders, and a proven ability to coordinate across technical teams, vendors, and business units.

What you'll do

• Own and drive the complete lifecycle of P1/P2 major incidents from detection to resolution and post-incident review
• Convene and chair bridge calls / war rooms with technical resolvers, vendors, and senior stakeholders
• Provide real-time status updates to senior management and affected business teams via defined communication channels
• Ensure adherence to SLA/OLA targets for major incident response, escalation, and resolution timelines
• Coordinate escalations to third-party vendors and technology partners where required

What you need

• 7–10 yrs of experience
• Telecom
• ITIL
• Analytics
• ServiceNow
• JIRA
• AWS
• Any graduate

Good to have

• Six Sigma
• Lean
• Splunk
• Datadog
• GCP
• Azure