Responsibilities:
About the Role
Are you ready to take your career to the next level with a world-class organization? Principal is seeking a Senior Consultant - Software Engineering to join our team in Pune, Maharashtra, India. This is an outstanding opportunity to work in a dynamic and collaborative environment where your technical expertise and problem-solving skills will be highly valued. Our focus is on delivering outstanding IT operations management with a strong emphasis on Problem Management.
Key Responsibilities
Problem Management
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Lead and coordinate the complete lifecycle of Problems, covering identification, prioritization, investigation, root cause analysis (RCA), and closure.
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Facilitate major problem lookbacks following Sev1 and Sev2 incidents to identify systemic issues and prevent recurrence.
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Partner with engineering and platform teams to drive permanent corrective actions and track remediation progress.
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Analyze incident and problem trends to identify patterns, risk areas, and improvement opportunities.
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Ensure Problem records meet enterprise quality standards, including documentation, RCA completeness, and action tracking.
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Assess the business impact and risk associated with different problems to prioritize efforts.
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Liaise with Incident coordinators during high severity incidents, providing leadership, structure, and coordination across technical and business partners.
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Ensure timely handling of critical issues, partner communication, and executive visibility during major incidents.
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Contribute to the continuous improvement of incident response models, severity definitions, and blocking issue processes.
Availability Management
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Track and maintain the availability of key applications and services, making sure they correspond with specified SLOs and availability benchmarks.
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Produce and review availability, outage, and MTTR metrics, translating operational data into meaningful insights for technology and business leaders.
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Drive improvements in monitoring, alerting, and observability to enable proactive detection of service degradation.
Technical & Process Skills
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Deep working knowledge of Incident, Major Incident, Problem, Change, and Availability Management aligned to ITIL practices.
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Proven capability to lead Sev1 / Sev2 incidents end to end.
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Good understanding of severity definitions, blocking issue triggers, and IC engagement expectations.
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Familiarity with SLO concepts and service reliability expectations.
Professional Proficiencies
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Communicates complex technical issues in clear, business-relevant language.
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Maintains composure and clarity under pressure during high-impact incidents.
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Follows incidents and problems through to balanced resolution.
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Works effectively across global teams and time zones.
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Actively finds opportunities to improve.
Qualifications:
Certifications
- ITIL - Preferred.
Qualifications
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Over 12 years of experience in IT operations management.
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Engineering graduate (B.E. / B.Tech / M.S. / M.Tech Degree in Computer Science, Technology, Engineering, Mathematics, or a related subject area).
Additional Information:
Join Principal and take the next step in your career with a team that values your expertise and dedication to excellence. Be part of our journey to deliver flawless IT operations and make a significant impact!
