Incident Management (IM) Operations Lead

· 8–12+ years in Operations/Service Management with 4+ years leading Incident Management in large-scale, 24/7 environments.

· Demonstrated experience running bridges for P1/P0 incidents; proven incident commander skills and decision-making under pressure.

· Strong background in Telematics/Connected Car domain and vehicle remote services concepts.

· Proficiency with observability and monitoring tools: Dynatrace, Datadog, Grafana, MaxGauge (dashboards, alerting, traces, logs).

· Expertise in IM processes: detection → triage → severity assignment → bridge initiation → stakeholder updates → resolution → post-incident RCA.

· Working knowledge of ITIL practices (Incident, Problem, Change, Service Level Management).

· Should have good hands on experience in using tools like JIRA, Confluence, Jenkins, XMatters.

· Excellent communication (written/verbal), executive presence, and stakeholder management across onsite–offshore teams.

· Ability to analyze telemetry and time-series data to drive root cause hypotheses and corrective actions.

· Experience defining SLAs/SLOs and building KPI dashboards (MTTD/MTTA/MTTR, incident volume, recurrence, comms SLA, customer impact).