Major Incident Management Team Lead


Global Software Development Services

Major Incident Management Team Lead


  • Solving¬†highly complex, intricate technical issues in order to maintain optimal service levels, working on many incidents and/or projects at the same time.
  • Be excellent in the technical and operational aspects of one or more IT disciplines.
  • Be consulted as a subject-matter expert in the fields of technology and technical operations.
  • Serves as a point of escalation in complex, important cases and manages and guide the efforts of more junior staff during sensitive pressure situations.
  • Make use of tools to ensure that sufficient thresholds and infrastructure/application information are represented and set appropriately.
  • Analyze major service interruptions and service interruption resolutions to ensure future infrastructure and data stability.
  • Leverages experience and knowledge to proactively engage in root-cause analysis and preventative projects.
  • Consider and accept documents, diagrams, configurations, and resources, and support departmental documentation and internal knowledge bases.
  • Provides technical expertise in cross-functional and intra-departmental efforts.
  • Possibly join in prototype and quality assurance activities throughout IT, product management
  • Manages critical incident turnover with geographically dispersed teams.


  • Having more than 3 years of relevant experience or equivalent combination of education and work experience
  • Having a university degree in IT Discipline or equivalent in years of progressive experience in enterprise level IT environments
  • Experience managing medium to large teams (10-30 people) is advantageous.
  • Strong understanding of IT technical background across multiple disciplines
  • Having experience Project management/incident management & response is a plus.
  • Excellent command, negotiation, troubleshooting, influencing, and relationship management skills.
  • Ability to summarize complex technical incidents into an executive-level summary in real-time.
  • Ability to work multi-threaded within extremely tight time constraints.
  • Excellent ability to manage multiple high-priority initiatives/competing priorities, as well as adaptability to changing requirements, schedules, and priorities.


  • Infrastructure background experience
  • Excellent communication skills oral and written.
  • Ability to take excellent notes.
  • Command skills Infrastructure background
  • Good experience managing small teams (5-10 people) required.

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