Title: Senior Major Incident Administrator

Location: Noida

Shift: 24*7 rotational shift including night shift

Job Description

Position Summary

As a Senior Major Incident Administrator you manage and coordinate the response/resolution of major incidents that have impact on the business with the purpose of restoring normal service operations as quickly as possible.

Works closely with senior management, IT teams, and other stakeholders to ensure that incidents are resolved quickly and effectively, minimizing business impact.

Triage and prioritize Major Incidents, coordinate response teams and resources, track progress and communicate status to stakeholders. Conduct post incident reviews, and documentation of Incidents.

Key responsibilities

- Identify and log major incidents based on severity and impact on business operations
- Responsible for managing the Shifts, ensuring continuous 24/7 operational coverage with effective shift handovers and provide shift-wise operational reports, incident summaries
- Ensure shift readiness by validating resource availability and compliance
- Work in a team environment with cross-functional IT, Network Assurance, and Infrastructure teams
- Detect incidents/problems using various monitoring tools
- Lead collaboration of internal and external IT and network teams to recover services and restore connectivity
- Provide status updates and written reports for customer, management and executive teams regarding both systems and network recovery efforts
- Determine correct escalation path and ensure adequate support is provided in a timely manner for IT and network incidents
- Assist in the continuous improvement of TELUS Digital procedures
- Take ownership of all outages until service is recovered
- Participate in Change Management review and be the approver for emergency changes




- Accountable for follow up actions with various resolver teams after each incident where applicable and provide continuous process improvement where applicable

Functional competencies

- Strong understanding of IT systems, infrastructure and applications
- Familiarity with relevant technologies and tools used in incident management
- Experience working as a shift manager.
- Experience working in 24x7 environments and on-call availability.
- Familiarity with ITIL framework and incident management best practices
- Strong stakeholder management skills to guide and coordinate technical and non-technical stakeholders
- Ability to solve complex problems, taking a new perspective on existing solutions and exercising judgment based on the analysis of multiple sources of information
- Experience in IT operations and/or network operations in a telecommunications company
- Good knowledge in application architecture, network, servers, databases, and storage will be beneficial during the recovery of an incident
- Some experience of working in cross-functional teams will be an asset
- Valuable knowledge of call centre, field work and digital applications

Qualifications

- 7 or more years of experience in IT operations and incident management
- 3-5+ years working with technologies used to support services in large and complex Data Centre environments
- 5-7+ years supporting IT infrastructure/services in a complex IT environment Strong understanding of ITILv4 framework or ITILv5 framework
- Demonstrated ability to provide Incident Management support and resolution within large Data Centre environments in a timely manner
- Knowledge of national wireless and wireline network architecture, or experience supporting telecom network operations
- Strong networking and interpersonal skills, highly customer-focused and be able to lead technical calls with authority
- Proficient skills in Google suite (Drive, Docs and Chat)
- Strong technical writing skills in order to send out stakeholder communications and strong ability to work under minimal supervision

📌 Senior Major Incident Manager (Noida)
🏢 Telus International
📍 Noida