Incident Management Lead

Roles & Responsibilities Major Incident Command Own end-to-end P1/P2 incident management across on-prem and Azure environments Lead incident bridges / war rooms with internal teams, vendors, and Microsoft Azure Support Perform rapid triage using Azure monitoring tools within first 15 minutes to assess impact and scope Drive escalation decisions, including Microsoft P1 support and DR activation Communicate effectively with technical teams and senior/C-level stakeholders Post-Incident & Continuous Improvement Conduct blameless PIRs (P1: 48 hrs, P2: 5 days) Own incident action tracking and lead Service Improvement Plans (SIPs) Perform trend analysis to identify recurring issues and drive RCA with Problem Management Report key KPIs: MTTD, MTTR, recurrence rate, SLA adherence, customer impact Process & ITSM Governance Own and improve Major Incident Management process, playbooks, and runbooks (ITIL 4 aligned) Define severity matrix and escalation framework across IT and vendors Maintain crisis communication and executive notification protocols Collaborate with Change Management to assess change-related incident risks Azure Operations & Cloud Incident Management Maintain Azure incident playbooks (AKS, Azure SQL, ExpressRoute, Entra ID, outages) Work with Microsoft TAMs and Azure support for escalations Proactively monitor Azure Service Health and trigger pre-emptive incidents Identify monitoring and observability gaps with SRE/Cloud teams Capability Building Deliver MIM training for service desk and technical teams Run quarterly incident simulation exercises (GameDays / IncidentEx) Required Skills 6+ years IT Service Management experience; 3+ years in Major Incident Manager / Incident Commander role in large enterprise environments Strong experience in Azure incident management (Azure Monitor, Service Health, Log Analytics, Application Insights, Microsoft support escalation) ITIL 4 certification (Managing Professional / Specialist High Velocity IT preferred; Foundation mandatory) Proven experience handling P1 incidents with 20+ stakeholders across technical and executive teams Expert in ServiceNow ITSM (Incident, Problem, Change, dashboards, reporting) Strong data analysis and KPI reporting skills (incident trends, dashboards, executive reporting)