Software Development Engineer

Here’s the job description for our demand for the lead role for Infrastructure Service Management. Job Summary: The GCC and ICT Team Lead is responsible for overseeing incident management operations and leading the team to ensure timely, accurate, and high-quality incident handling and communications. This role requires strong leadership in coordinating critical incident response, enforcing adherence to processes and SLAs, and providing continuous operational support across global locations. Key Responsibilities: Leadership and Oversight: • Lead and coordinate the activities of the Global Command Center (GCC) and Incident Coordination Team (ICT) to ensure operational excellence. • Act as the primary escalation point for critical incidents, ensuring appropriate resource mobilization and swift resolution. • Coach, mentor, and provide performance feedback to team members to drive continuous improvement. Global Command Center (GCC) and Incident Coordination Team (ICT) Responsibilities: • Oversee the establishment of the Major Incident Team and ensure all necessary resources are activated during major incidents. • Manage and review client and leadership communications during P1/Major Incidents and Major Events (e.g., severe weather, security breaches, natural disasters). • Ensure timely and accurate delivery of communications and the handover of Root Cause Analyses (RCAs) and Problem cases to appropriate teams. • Ensure adherence to Standard Operating Procedures (SOPs) and Service Level Agreements (SLAs) across all incident management activities. • Supervise 24/7 coverage for incident intake and ensure efficient monitoring and dispatching of SNOW tickets. • Oversee daily reporting, incident documentation, and handover processes to maintain operational continuity. Skills and Qualifications: • Proven experience in incident management, service operations, or a similar technical operations environment. • Strong leadership, coaching, and team management skills. • Excellent communication (verbal/written) and stakeholder management abilities. • High proficiency in ticketing systems (SNOW) and major incident handling protocols. • Ability to make critical decisions under pressure and manage multiple priorities simultaneously. • Flexible to work shifts, weekends, and during critical business incidents. • Flexible in RTO demands. Minimum 3 year(s) of experience is required

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