Techwave Consulting Inc
Major Incident & Problem Lead
GDC Financial District, IN
Sponsorship not specifiedDetected 26 days ago
DevOpsSite Reliability EngineeringIncident ResponseStakeholder ManagementExcelERPPerformance ManagementLeadershipCommunicationMentoring
About the role
- Techwave, we are always in an exercise to foster a culture of growth, and inclusivity. We ensure whoever is associated with the brand is being challenged at every step and is provided with all the necessary opportunities to excel in life. People are at the core of everything we do.
- Techwave is a leading global IT and engineering services and solutions company revolutionizing digital transformations. We believe in enabling clients to maximize the potential and achieve a greater market with a wide array of technology services, including, but not limited to, Enterprise Resource Planning, Application Development, Analytics, Digital, and
Responsibilities
- Build a high‑performing, follow‑the‑sun capability across regions to support global services.
- Drive skills development, certification readiness (e.g., ITIL), and succession planning within the function.
- Own the global Major Incident Management framework, ensuring consistent execution across regions and services.
- Act as escalation point during high‑severity or executive‑impacting incidents, providing direction, decision support, and assurance.
- Partner with Service Owners, SRE, and DevOps leadership to improve service resilience and incident response maturity.
- Own and govern the global Problem Management process, including identification, prioritization, investigation, and remediation tracking.
- Drive accountability for permanent corrective actions and systemic fixes across technology teams.
- Define and maintain policies, procedures, standards, and controls aligned to ITIL best practices.
- Drive automation, tooling enhancements (e.g., ServiceNow), and integration with adjacent ITSM processes.
- Lead audits, assessments, and continuous improvement initiatives related to Incident and Problem Management.
Nice to have
- We ensure whoever is associated with the brand is being challenged at every step and is provided with all the necessary opportunities to excel in life.
- Techwave is a leading global IT and engineering services and solutions company revolutionizing digital transformations.
- Plus, we're a team of dreamers and doers who are pushing the boundaries of what's possible.
Skills
- Deep expertise in ITIL Incident and Problem Management, including governance and process ownership.
- Exceptional stakeholder communication skills, including executive‑level engagement.
- Education / Professional Experience/ Qualifications
- Bachelor's degree in computer science, Engineering, Information Systems, or equivalent practical experience.
- ITIL certification (Intermediate/Managing Professional preferred).
- 6-8+ years of experience in IT Operations, Service Management, or Reliability‑focused roles.
- Prior experience leading global or offshore delivery teams strongly preferred.
- Experience operating in a ServiceNow and DevOps/SRE‑enabled environment.
Benefits
- Establish global role standards, operating expectations, and coverage models for Major Incident and Problem Management.
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