Overview

We are seeking a highly skilled and proactive Senior Incident Specialist to join our team.

This role is critical in ensuring service stability and rapid recovery across a 24x7 global support model, primarily aligned with the Americas timezone, while supporting after-hours and weekend operations as required.

Responsibilities

  • Lead the end-to-end incident management lifecycle for database-related services, including OracleDB, MSSQL, and MongoDB
  • Act as the Incident Commander during Major Incidents (P1/P2), driving resolution bridges and coordinating technical teams
  • Ensure rapid restoration of services while minimizing business impact
  • Provide clear, timely, and structured communication to stakeholders, including leadership and clients
  • Coordinate across multiple support streams and time zones within a 24x7 operational model
  • Facilitate war rooms, assign actions, and track progress until incident resolution
  • Ensure proper incident logging, categorization, prioritization, and documentation in ITSM tools such as ServiceNow
  • Lead and document Post-Incident Reviews (PIRs), including root cause analysis and action tracking
  • Identify trends and drive Problem Management initiatives to prevent recurrence
  • Collaborate with Service Delivery and Engineering teams to improve monitoring, alerting, and response processes
  • Ensure adherence to SLAs, OLAs, and operational KPIs such as MTTR, response time, and communication SLAs
  • Support weekend and after-hours coverage as part of a rotation model

Requirements

  • Minimum of 3 years of experience in IT Operations, Incident Management, or Service Management roles
  • Strong knowledge of the ITIL framework, including Incident, Problem, and Change Management processes
  • Proven experience handling Major Incidents (P1/P2) in enterprise environments, ensuring rapid resolution and minimal business impact
  • Experience working in 24x7 global support environments, demonstrating flexibility and reliability
  • Strong experience with ITSM platforms such as ServiceNow, Remedy, or Jira Service Management for incident tracking and documentation
  • Ability to manage cross-functional teams under pressure, ensuring effective collaboration and resolution
  • Strong analytical and problem-solving capabilities for identifying root causes and implementing solutions
  • Excellent verbal and written communication skills in English at a B2+ level or higher for effective stakeholder engagement

Nice to have

  • Experience supporting multi-database environments, including Oracle, MSSQL, and MongoDB
  • Exposure to cloud platforms such as AWS, Azure, or GCP for database hosting and management
  • Knowledge of high availability, replication, and disaster recovery concepts in database environments
  • Experience with Microsoft SQL Server for database administration and incident resolution
  • Familiarity with open-source databases such as MySQL, PostgreSQL, MongoDB, or Cassandra for diverse database support

[GTS] Benefits (generic, except India)

  • International projects with top brands
  • Work with global teams of highly skilled, diverse peers
  • Healthcare benefits
  • Employee financial programs
  • Paid time off and sick leave
  • Upskilling, reskilling and certification courses
  • Unlimited access to the LinkedIn Learning library and 22,000+ courses
  • Global career opportunities
  • Volunteer and community involvement opportunities
  • EPAM Employee Groups
  • Award-winning culture recognized by Glassdoor, Newsweek and LinkedIn