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
● Qualified 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,

📌 Service Delivery Manager (Bengaluru)
🏢 Virtusa
📍 Bengaluru