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,

📌 Service Delivery Manager (India)
🏢 Virtusa
📍 India