Key Responsibilities
24/7 Critical Incident Command

- Response Leadership Take charge of critical production incidents around the

clock, orchestrating task forces for rapid resolution to minimize business impact.
- MTTD & MTTR Focus Swiftly diagnose complex system flows to reduce Mean

Time to Detect (MTTD) and Mean Time to Resolve (MTTR).
- Resolution Oversight Coordinate and facilitate end-to-end troubleshooting

across multiple teams and technical layers.
Stakeholder Communication & Reporting

- Crisis Communication Publish periodic updates to all stakeholders using

standardized templates during outages or high-severity events.
- Executive Reporting Present metrics and statistics for Sev0/1 incidents to

leadership, highlighting impact analysis and trends.
- War Room Management Establish and maintain recognized command posts

(virtual or physical) for streamlined decision-making.

ITSM Process & Post-Incident Management

- RCA Governance Lead thorough Root Cause Analysis (RCA) sessions and

ensure the timely closure of all identified action items.




- Knowledge Management Maintain and update the Known Error Database

(KEDB) and ensure incident documentation is preserved for future learning.
- Process Improvement Continuously refine incident management playbooks,

trigger rules, and workflows within ITSM tools like ServiceNow.

Candidate Requirements
Experience & Qualifications

- Skilled Background 3 to 5 years of experience in technical leadership,

specifically managing large-scale application support or infrastructure programs.
- Educational Foundation Bachelor's degree in Computer Science, Engineering, or

a related technical field.
- Shift Model Proven ability to work effectively in a 24/7 rotational model.

Technical & Process Expertise
- ITSM Mastery Intermediate knowledge of ITIL frameworks (Incident, Problem,

Key Job Details

Primary Location

Bangalore, Karnataka, India

Job Type

Experienced

Required Experience

7

Skill

AIMS-AMS-EntAppSup-ITSM.

Travel

No

Date Posted

03/07/2026

📌 Service Delivery Manager (India)
🏢 Virtusa
📍 India