What's the role?
As a Senior IT Operations Engineer, you will be responsible for driving the incident management lifecycle through to resolution, ensuring effective coordination and timely restoration of services. A key aspect of this role is fostering continuous improvement, both individually and within the Operations team, with a strong focus on maintaining and enhancing the quality of Incident Management support and service delivery. In addition you will:
Oversee and coordinate the end-to-end Incident Management process.
Respond to incidents promptly and engage the appropriate teams for resolution.
Initiate and manage major incident processes, including bridge calls and stakeholder communications.
Lead major incident calls and drive incidents to timely resolution.
Ensure adherence to Incident Management policies, processes, and best practices.
Continuously review and improve Incident Management processes and procedures.
Identify and escalate process gaps, risks, and critical operational issues.
Balance team workloads by prioritizing activities and reallocating resources as needed.




Monitor SLA compliance and proactively highlight KPI breaches and risks.
Prepare and communicate incident summaries, operational metrics, and KPI reports.
Analyze and correlate incidents to identify trends and underlying issues.
Participate in incident reviews, root cause analyses, and platform health discussions.
Promote Incident, Problem, and Change Management best practices across teams.
Who are you?
You are a fast learner and are comfortable working with little direction. You take initiative and bring up ideas. In addition you have the following:
Bachelor's degree in any discipline.
5 to 8 years of experience supporting production web applications in multi-data-center environments.
Robust experience in Incident Management, including the coordination and resolution of major incidents.
Strong understanding of IT support processes, with a willingness to work in a 24x7 operational envir

📌 Sr IT Operations Engineer (India)
🏢 HERE Technologies
📍 India