Job Description

Job Description:

Alasus Technologies LLC is seeking a highly experienced Major Incident Manager to lead the end-to-end management of critical (P1/P2) incidents and ensure rapid restoration of services while minimizing business impact. The ideal candidate will have strong ITIL knowledge, technical coordination experience, and a proactive mindset to drive incident resolution and continuous improvement.

Key Responsibilities:

• Lead effective and timely response to crisis, P1, and P2 incidents.

• Perform as Incident Owner, managing incidents throughout the lifecycle per ITIL standards.

• Coordinate and advocate with Tier 2, Tier 3 technical teams, and business stakeholders.

• Drive escalations and host technical bridges with internal and external teams.

• Research and implement improvements in major incident processes and workflows.

• Develop, track, and report key incident metrics and KPIs.

• Document accurate and timely updates across communication portals during outages.

• Conduct root cause analysis and support post-incident reviews.

• Ensure compliance through regular audits, documentation, and follow-ups.

• Support event and monitoring framework design and integration using AIOps platforms.

• Contribute to the Known Error Database and knowledge management process.

• Assist in updating SOPs, checklists, and technical documentation.

• Identify opportunities for automation, standardization, and process improvement.

• Provide 24/7 on-call support coverage per SOP as required.

Required Skills and Qualifications:

• 5+ years of experience in IT Incident Management or similar roles.

• Deep understanding of ITIL practices and incident lifecycle.

• Experience with enterprise monitoring and event correlation tools (e.g., AIOps , Splunk, Dynatrace, etc.).

• Strong communication, coordination, and documentation skills.

• Proven ability to manage high-pressure incidents and collaborate across teams.

• Familiarity with knowledge management systems and root cause analysis methods.

• Ability to work flexible hours, including on-call rotations.

Preferred Qualifications:

• ITIL v3 or v4 Certification.

• Experience in a large-scale enterprise IT environment.

• Background in service operations, SRE, or technical support roles.

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