Incident Manager

About Us:

LTIMindtree is a global technology consulting and digital solutions company that enables enterprises across industries to reimagine business models, accelerate innovation, and maximize growth by harnessing digital technologies. As a digital transformation partner to more than 700 clients, LTIMindtree brings extensive domain and technology expertise to help drive superior competitive differentiation, customer experiences, and business outcomes in a converging world. Powered by nearly 90,000 talented and entrepreneurial professionals across more than 30 countries, LTIMindtree — a Larsen & Toubro Group company — combines the industry-acclaimed strengths of erstwhile Larsen and Toubro Infotech and Mindtree in solving the most complex business challenges and delivering transformation at scale. For more information, please visit www.ltimindtree.com.

Job Title:

Incident Engineer

Work Location

Bellevue, WA

Global Crisis Incident Manager Overview

We are seeking a Global Crisis Incident Manager to lead the response and resolution of high impact business critical incidents and escalations across a global landscape. As a key member of our specialist team, you will take charge of major incident management driving coordination across technical and operational teams restoring service within defined SLAs and ensuring timely and effective communication to stakeholders at all levels of the business

Key Responsibilities

• Participate in a 24x7 global incident management rotation including afterhours and on call coverage as needed
• Own the end-to-end lifecycle of major and crisis incidents from initiation through containment and mitigation ensuring timely resolution or implementation of effective workarounds
• Act as the central point of coordination for Severity 1 and Crisis incidents ensuring correct ownership by resolver groups and timely resolution
• Lead cross functional collaboration with engineering teams Operations Command Center Service Desk and other key stakeholders to drive incident response and service restoration
• Command largescale or complex incidents focusing on containment and eviction strategies to protect business critical services
• Develop and drive execution of detailed containment and business continuity plans leveraging automation and scalable response capabilities
• Provide verbal and written executive level briefings on incident status containment progress and mitigation efforts
• Maintain up to date knowledge of mitigation steps across asset types and contribute to self-service playbooks for engineering teams
• Maintain and continuously improve inventory of containment and business continuity capabilities
• Apply systems thinking to reduce response time increase process efficiency and minimize operational overhead
• Develop lean business cases to support prioritization of incident related engineering initiatives and tooling investments
• Serve as the business stakeholder for engineering efforts related to incident tooling automation and operationalization
• Conduct and lead post incident reviews such as live site or major incident reviews ensuring accurate documentation and identification of areas for improvement
• Drive continuous improvement of incident management processes tools and response strategies
• Collaborate with engineering teams to understand their tools and systems ensuring an informed response during incidents
• Manage incident tickets provide timely stakeholder updates resolution plans and expected timelines
• Ensure vendor adherence to KPIs through quality checks and performance reporting
• Lead escalation management and support inquiries related to the incident or major incident process
• Support root cause analysis RCA efforts and ensure compliance with security regulatory and quality standards

Qualifications

• Bachelor’s degree in information technology computer science business or a related field
• A Master’s degree in fields such as Risk Management Emergency Response or Business Continuity is advantageous

Professional Experience

• Minimum of 4 years of experience in incident management crisis response or related areas within fast paced environments
• Proven track record in managing high severity incidents and coordinating cross functional teams to resolution

Certifications

• ITIL Information Technology Infrastructure Library certification is highly desirable
• Certifications in Incident Management Crisis Management or Project Management are beneficial

Technical Skills

• Strong understanding of IT systems applications and infrastructure
• Familiarity with incident management tools and methodologies

Soft Skills

• Excellent leadership and managerial abilities to effectively coordinate diverse teams
• Strong analytical and problem-solving skills to assess situations and determine appropriate responses

Skills

• Major incident management

Benefits/perks listed below may vary depending on the nature of your employment with LTIMindtree (“LTIM”):

Benefits and Perks:

1. Comprehensive Medical Plan Covering Medical, Dental, Vision
2. Short Term and Long-Term Disability Coverage
3. 401(k) Plan with Company match
4. Life Insurance
5. Vacation Time, Sick Leave, Paid Holidays
6. Paid Paternity and Maternity Leave

The range displayed on each job posting reflects the minimum and maximum salary target for the position across all US locations. Within the range, individual pay is determined by work location and job level and additional factors including job-related skills, experience, and relevant education or training. Depending on the position offered, other forms of compensation may be provided as part of overall compensation like an annual performance-based bonus, sales incentive pay and other forms of bonus or variable compensation.

Disclaimer: The compensation and benefits information provided herein is accurate as of the date of this posting.

LTIMindtree is an equal opportunity employer that is committed to diversity in the workplace. Our employment decisions are made without regard to race, color, creed, religion, sex (including pregnancy, childbirth or related medical conditions), gender identity or expression, national origin, ancestry, age, family-care status, veteran status, marital status, civil union status, domestic partnership status, military service, handicap or disability or history of handicap or disability, genetic information, atypical hereditary cellular or blood trait, union affiliation, affectional or sexual orientation or preference, or any other characteristic protected by applicable federal, state, or local law, except where such considerations are bona fide occupational qualifications permitted by law.

Safe return to office:

In order to comply with LTIMindtree’ s company COVID-19 vaccine mandate, candidates must be able to provide proof of full vaccination against COVID-19 before or by the date of hire. Alternatively, one may submit a request for reasonable accommodation from LTIMindtree’s COVID-19 vaccination mandate for approval, in accordance with applicable state and federal law, by the date of hire. Any request is subject to review through LTIMindtree’s applicable processes.