- Location
- IND-Hyderabad-Sohini Tech Park, 3rd Floor, Financial District, India
- Workplace
- Hybrid
- Type
- Full-time
- Seniority
- Manager
- Experience
- 5+ years
- Education
- Bachelor
- Industry
- Legal Services
- Category
- Information Technology
- Role type
- Individual Contributor
- Environment
- Office
- Source
- Workday
Description
At Epiq, your work contributes to complex, global legal outcomes. You’ll join a values‑driven community where integrity guides decisions, relentless service sets the bar, and we thrive on big challenges together. We invest in your growth with enterprise‑wide learning and mobility. We celebrate who you are, and we respect life beyond work with flexibility that’s recognized externally. Enabled by modern platforms and AI, you’ll do the most meaningful work of your career and see your impact at scale.
Job Description:
Summary:
We are seeking a highly skilled and organized Major Incident and Problem Manager to join our team. This role is pivotal in managing the lifecycle of critical incidents and problems, ensuring swift resolution and minimal disruption to business operations. The ideal candidate will have a deep understanding of IT Service Management (ITSM) processes and be capable of preventing incidents and minimizing their impact.
Key Role Responsibilities:
Incident Management:
Oversee all Major IT incidents from identification to resolution.
Develop and implement effective incident management procedures.
Coordinate response and recovery activities with relevant stakeholders.
Classify and prioritize incidents based on severity, impact, and urgency.
Initiate emergency change process during outages.
Communicate effectively with stakeholders about incident status, impact, and resolution progress.
Conduct post-incident reviews to learn from incidents and improve future response.
Maintain incident records for auditing and analysis purposes.
Provide Weekly/Monthly Metrics Data to management.
Maintain Contact List and Roster within the Incident Notification Tool.
Problem Management:
Identify and classify problems and their root causes.
Conduct thorough investigations to identify the root causes of problems.
Work with IT teams to design and implement problem solutions.
Manage the problem lifecycle from identification to closure.
Develop strategies to prevent recurring incidents.
Document all problem management activities and maintain accurate records.
Identify potential problems and/or increasing trend of repetitive Incidents
Coordinate with stakeholders to communicate about problem status and resolution.
Required Skills and Qualifications:
Education: Bachelor's degree in computer science, engineering, or a related field.
Experience: 5-7 years of experience in IT operations, support, or management.
ITSM Knowledge: Experience with Incident and Problem Management processes and tools.
Engage End to End with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.) related to Major Incidents.
Analytical Skills: Strong analytical and problem-solving skills.
Communication: Excellent communication and interpersonal skills.
Pressure Handling: Ability to work effectively under pressure and meet deadlines.
Must be responsive to business needs 24/7.
Lead Incident Resolution independently and influence others outside direct management.
Strong project management skills under tight deadlines in a fast-paced environment.
Demonstrated ability to lead and manage critical incidents to resolution.
Facilitate collaborative solutions across departments.
Anticipate and prevent problems while managing incidents.
Self-directed and able to foster initiative in others.
Able to Translate business goals into actionable items for teams.
Capable of creating reports and collecting data in various tools.
Preferred Qualifications:
Certifications: ITIL certification or equivalent.
Technical Skills: Familiarity with various ITSM tools and software.
Project Management: Experience in project management.
Experience in eDiscovery and litigation support industry is a plus but not required.
Experience working across organization boundaries and multiple shifts, locations is a plus.
Experience using Jira Service Management(JSM) by Atlassian, Solar Winds, Uptrends, Opsgenie
Experience with Power BI Reporting is an advantage.
Understanding of AI Tools such as Copilot, Rovo, Claude,
Automation and Engineering mindset preferred above all.
Work Environment:
Team Collaboration: Work closely with various IT teams and other stakeholders.
Dynamic Environment: Adapt to a fast-paced and dynamic work environment.
Manage long running workstreams over multiple time zones.
Epiq Leadership Compass
Builds Talented Teams
Builds and develops inclusive, high-performing teams aligned to strategic goals for exceptional talent and business results.
Focus on employee engagement
Build a strong talent pipeline
Fosters Relationships & Collaboration
Builds trust and alignment through open communication, shared goals, and strong partnerships to drive collective success.
Build trust-based partnerships
Nurture long-term relationships
Remove collaboration barriers
Celebrate cross-team success
Engages & Influences
Inspires action and alignment through clear communication, purposeful influence, and a compelling vision.
Use storytelling to build buy-in
Align communication with organizational goals
Guild alignment through strong engagement
Maximizes Performance
Sets and reinforces performance standards that drive results, ensure accountability, and align with Epiq’s goals.
Use data to identify improvement opportunities
Make informed decisions
Align team goals with boarder strategy
Empower teams to manage their own goals
Translate vision into clear priorities
Prepare for disruptions with strong change management
Achieves Operational Success
Drives continuous improvement and operational excellence through smart processes, data insights, and quality execution.
Improve workflows for team efficiency
Use clear documentation and expectations
Resolve issues quickly using data and feedback
It is Epiq’s policy to comply with all applicable equal employment opportunity laws by making all employment decisions without unlawful regard or consideration of any individual’s race, religion, ethnicity, color, sex, sexual orientation, gender identity or expressions, transgender status, sexual and other reproductive health decisions, marital status, age, national origin, genetic information, ancestry, citizenship, physical or mental disability, veteran or family status or any other basis protected by applicable national, federal, state, provincial or local law. Epiq’s policy prohibits unlawful discrimination based on any of these impermissible bases, as well as any bases or grounds protected by applicable law in each jurisdiction. In addition Epiq will take affirmative action for minorities, women, covered veterans and individuals with disabilities. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. Epiq is pleased to provide such assistance and no applicant will be penalized as a result of such a request. Pursuant to relevant law, where applicable, Epiq will consider for employment qualified applicants with arrest and conviction records.
