Lead Engineer - Service Management
Talentmate
India
9th September 2025
2509-5738-3
Job Description
- Facilitate the Major Incident Bridge by engaging all relevant Resolver Groups and maintaining discussions till the Major incident is resolved.
- Informing the key stakeholders on the status of the Major incident and after getting the confirmed service restoration.
- Ensure timely updates and action plan are provided to customer.
- Coordinating with the leadership teams for speedy resolution of the Major Incident
- Ensuring the Major incident is resolved within the SLAs agreed with the Customer
- Acting as a SPOC for the Customer to provide the status update whenever a major incident occurs.
- Taking all the preventive actions to minimize the service and business impact in case resolution time seems to be high.
- Should work with technical teams to understand the process flow which will be helpful in terms of driving bridge calls.
- Coordinating with the Leadership team to avoid reoccurrence of the major incidents.
- Conducting a Major Incident review meeting with relevant members to identify the triggers for the Major Incidents, what caused them, and how to prevent such Incidents happening in future.
- Ensuring that the causes for all Major incidents are analyzed and root cause is identified (through coordinating with problem Management process)
- Providing the periodical (monthly) reports on the overall status of the Major Incident Management Process.
- Conducting the training / knowledge sharing sessions across the teams/new joiners to avoid occurring of the major incidents.
- Collaborate with incident and change management teams to ensure a seamless flow of information and resolution.
- Establish and maintain policies and procedures for effective problem management, adhering to ITIL/ITSM best practices.
- Lead Root Cause Analysis (RCA) for major incidents and recurring issues to identify underlying causes.
Job Details
| Role Level: | Mid-Level | Work Type: | Full-Time |
|---|---|---|---|
| Country: | India | City: | Noida ,Uttar Pradesh |
| Company Website: | https://careers.airtel.com/ | Job Function: | Engineering |
| Company Industry/ Sector: |
Internet Marketplace Platforms And Telecommunications | ||
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About the Company
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