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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