Specializn Infrstr Analyst

Job Summary

We are seeking an experienced Major Incident Manager (MIM) with a strong background in Application Support/Production Support to lead the end-to-end management of critical and high-severity incidents in a 24x7 enterprise IT environment. The ideal candidate will possess extensive experience in major incident management, ITIL processes, application support, monitoring tools, infrastructure operations, and stakeholder communication.

The role requires strong leadership during high-impact incidents, ensuring rapid service restoration, effective stakeholder management, and continuous service improvement.

Experience Required

6+ years of relevant experience

Mandatory Qualifications

• 6 to 10+ years of experience in IT Production Support, Application Support, or Major Incident Management roles.
• Significant hands-on experience managing P1/P2 and business-critical incidents in large-scale enterprise environments.
• ITIL-certified professional with a strong understanding of Incident, Problem, Change, and Service Management processes.
• Experience working in 24x7 support environments with global teams.

Technical Skills & Expertise

Application & Production Support

• Strong understanding of application architecture, integrations, APIs, batch processing, databases, middleware, and upstream/downstream dependencies.
• Experience collaborating with L2/L3 support teams to identify application failures and drive recovery actions.
• Knowledge of production support processes, application monitoring, batch jobs, scheduled processes, and operational dependencies.
• Ability to analyze application logs, monitoring s, dashboards, and performance metrics to support incident diagnosis and resolution.

Service Management Tools

• Hands-on experience with ServiceNow for Incident, Major Incident, Problem, Change, and Knowledge Management.
• Strong working knowledge of Grafana for monitoring, dashboard analysis, service health checks, and performance monitoring.
• Experience using AppDynamics for:
  • Application Performance Monitoring (APM)
  • Transaction tracing
  • Application health monitoring
  • Performance analysis and bottleneck identification
• Ability to correlate s and monitoring data across multiple platforms to accelerate root cause identification and service restoration.

Infrastructure & Data Center Operations

• Good understanding of data center operations and core infrastructure components, including:
  • Servers and Operating Systems
  • Storage Systems
  • Network and Connectivity
  • Middleware Platforms
• Ability to coordinate effectively with infrastructure teams during hardware, network, hosting, storage, or facility-related incidents.
• Strong understanding of production environments, infrastructure dependencies, and service availability concepts.

Mainframe Knowledge

• Working knowledge of mainframe environments, preferably:
  • TPF
  • IBM z/OS
  • IBM z/VM
• Understanding of dependencies between mainframe and distributed application environments is highly desirable.

Communication & Stakeholder Management

• Excellent verbal and written communication skills.
• Ability to provide clear, concise, and timely updates to technical teams, business stakeholders, senior management, and executive leadership.
• Experience preparing executive-level incident communications, status reports, RCA summaries, and post-incident reviews.
• Proven ability to manage stakeholder expectations during high-impact and extended-duration outages.

Key Responsibilities

• Own and manage Priority 1 (P1), Priority 2 (P2), and business-critical incidents from detection through resolution and closure.
• Act as the central point of coordination during major incidents and drive technical teams toward rapid service restoration.
• Establish, facilitate, and lead major incident bridge calls involving application, infrastructure, database, network, middleware, cloud, mainframe, and vendor support teams.
• Ensure timely escalation based on incident severity, business impact, and SLA commitments.
• Drive structured troubleshooting and maintain focus on service restoration and business impact mitigation.
• Maintain command and control during high-pressure and complex production incidents.
• Identify technical, operational, and business dependencies contributing to service disruption.
• Coordinate workaround, failover, rollback, recovery, and restoration activities as required.
• Ensure accurate documentation, timelines, and communications throughout the incident lifecycle.
• Facilitate post-incident reviews, identify improvement opportunities, and track corrective actions.
• Support Problem Management activities to reduce recurring incidents and improve service stability.

Required Certifications

Mandatory

• ITIL Foundation Certification (or higher)

About Mphasis

Mphasis applies to next-generation technology to help enterprises transform businesses globally. Customer centricity is foundational to Mphasis and is reflected in the Mphasis' Front2Back Transformation approach. Front2Back uses the exponential power of cloud and cognitive to provide hyper-personalized (C=X2C2TM=1) digital experience to clients and their end customers. Mphasis' Service Transformation approach helps 'shrink the core' through the application of digital technologies across legacy environments within an enterprise, enabling businesses to stay ahead in a changing world. Mphasis' core reference architectures and tools, speed and innovation with domain expertise and specialization are key to building strong relationships with marquee clients.