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 clear technical-to-business translation.
- Solid organizational skills, attention to detail, independent judgment, and disciplined follow-through.
- Proven ability to influence and coordinate teams without relying on direct reporting authority.

📌 Lead Software Engineer (Hyderabad)
🏢 Virtusa
📍 Hyderabad