Job Description – Principal Engineer Mission Control Operations

About the Role

We are looking for a highly motivated and experienced Principal Engineer to join
the Mission Control Operations team. This role will be responsible for managing
critical incidents, supporting unified communication and network operations,
driving operational improvements, and leading teams during high priority
customer-impacting situations.

The ideal candidate should have strong experience in Incident, Change and
Problem Management along with hands-on exposure to enterprise networking,
unified communications, monitoring tools and customer operations. This role
requires someone who can work in a fast-paced operational workplace, take
ownership during major incidents, and guide teams towards timely resolution and
service restoration.

Key Responsibilities

* Lead and manage real-time operational incidents and escalations.
* Act as a primary escalation point for Tier 1/2/3 operational issues and
impacting incidents.
* Coordinate with internal teams, vendors, security, engineering, and customer




stakeholders during critical events.
* Support continuous monitoring, response, reporting, and recovery activities
in a 24x7 operations environment.
* Analyze incidents, identify recurring issues, and drive corrective and
preventive actions.
* Participate in threat investigation, event analysis, containment, and
incident resolution activities.
* Ensure that Incident, Change, and Problem Management processes are followed
as per ITIL standards.
* Prepare incident reports, RCA documentation, operational dashboards, and
customer communication updates.
* Maintain proper operational documentation, process updates, and knowledge
articles.
* Review operational risks, vulnerabilities, and service gaps and work towards
service improvement initiatives.
* Support audit and compliance requirements, including operational reporting
and documentation activities.
* Work closely with cross-functional teams to improv

📌 Principal Service Engineer (Hyderabad)
🏢 PROVIDENCE GLOBAL CENTER
📍 Hyderabad