The Incident Manager is responsible for 24x7 end to end restoration of the critical Incidents/ outages with the customer's contractual restoration time.  Also required to co-ordinate and drive outage and critical incident restoration activities and ensure the efficient engagement and working of resources and experts for all CNS customers based in Americas (NAM and Lat markets).

You have:

10-15 years of overall experience, including a minimum of 2 years in Incident Management in complex technology environmentsDegree in Engineering, Computer Science or related field from a recognized universityStrong leadership and people management skills with experience in managing multicultural teamsProblem-solving skills and ability to navigate crisis situationsFluent in written and spoken English with excellent communication and presentation skills

It would be nice if you also had:

ITIL V4 certificationSix Sigma certificationExperience with cloud infrastructure and IP knowledgeProficiency in scripting languages, such as Excel scripting

As part of the team, you will:

Lead the 24x7 end-to-end restoration of critical incidents and outages, ensuring alignment with customers’ contractual restoration times.Coordinate and drive outage management efforts, engaging resources and technical experts effectively across the Americas.Facilitate communication on conference bridges and various channels to ensure clear, real-time updates throughout incident resolution.Monitor and document restoration progression, including action plans, resource engagements, and reporting via internal tools.Conduct deep dives on incidents to identify improvement opportunities and promote corrective actions for enhanced service delivery.Collaborate with Market Services/ CaPM teams to implement preemptive measures against identified outage risks.Support and contribute to continuous improvement programs related to incident management and case handling processes.Develop ‘Design for Serviceability’ recommendations by leveraging internal and external feedback to optimize operations.