Key Responsibilities

• Lead Major Incident response from declaration through service restoration, stabilization, documentation, and operational handoff.
• Own command and control of incident bridges by setting objectives, maintaining pace and bridge discipline, summarizing status, and driving clear next actions.
• Confirm that incident priority reflects business impact and urgency; escalate to technology and business leadership when required.
• Coordinate application, infrastructure, network, security, vendor, service management, and business teams to accelerate diagnosis and recovery.
• Ensure the correct technical resources and decision-makers are engaged; escalate non-response, unclear ownership, or stalled troubleshooting.
• Balance restoration speed with operational and business risk, including coordination of emergency change approvals and rollback decisions.

Required Qualifications

• Bachelor’s degree in computer science or a related field, or equivalent professional experience.
• 5+ years of experience in enterprise IT operations, production support,



service management, or incident management within high-availability environments.
• Demonstrated experience leading Major Incident bridges and coordinating P1/P2 or equivalent high-severity incidents.
• Strong working knowledge of ITIL-aligned Incident, Major Incident, Change, Problem, and post-incident review practices.
• Experience with ServiceNow and enterprise monitoring, observability, collaboration, and notification tools; Splunk experience is strongly preferred.
• Broad understanding of enterprise applications, cloud and on-premises infrastructure, networking, middleware, and production support models.
• Ability to lead calmly and decisively in high-pressure scenarios with incomplete or rapidly changing information.
• Excellent written and verbal English communication skills, including executive summaries and explicit technical-to-business translation.
• Strong organizational skills, attention to detail,

📌 Lead Software Engineer (Hyderabad)
🏢 Virtusa
📍 Hyderabad