Lead Consultant -Infra SWAT (Crisis Management) -Brussels, Belgium

Role - Lead Consultant
Technology - Infra SWAT (Crisis Management)
Location- Brussels, Belgium

Wanted: Infrastructure Crisis Leaders to Drive Rapid Restoration and Operational Stability

• In this role, you will act as part of an Infra SWAT / Crisis Management team responsible for leading rapid response during high-priority infrastructure incidents, outages, service degradation, and business-impacting technical escalations.
• Drive incident command, technical triage, bridge coordination, service restoration, stakeholder communication, and executive updates during P1/P2 incidents and crisis situations.
• Work closely with infrastructure tower teams, application teams, service management, NOC, command center, vendors, cloud teams, security teams, and client stakeholders to ensure quick resolution and controlled recovery.
• Ensure disciplined crisis handling through clear ownership, action tracking, impact assessment, escalation management, workaround coordination, recovery validation, and business communication.
• Drive post-incident reviews, root cause follow-up, preventive actions, operational resilience improvements, automation opportunities, and reduction of repeat incidents across the service lifecycle.

Qualifications
Basic

• 10-16 years of experience in infrastructure operations, major incident management, crisis management, service restoration, command center operations, technical escalation management, or managed services delivery.
• Strong understanding of IT infrastructure domains, ITIL processes, incident/change/problem management, escalation governance, SLA/KPI impact, service availability, resilience, and stakeholder communication
  
• Preferred
• Experience in managing P1/P2 incidents, major incidents, crisis bridges, technical war rooms, outage recovery, service degradation, and business-impacting infrastructure escalations.
• Strong technical exposure across infrastructure towers such as Unix/Linux, Windows, virtualization, cloud, network, storage, backup, database, middleware, monitoring, security, and data center operations.
• Ability to perform structured technical triage, isolate service impact, coordinate parallel troubleshooting streams, validate recovery actions, and drive restoration under pressure.
• Hands-on experience with incident command practices including bridge moderation, action ownership, escalation paths, situation reports, stakeholder updates, and executive communication.
• Good understanding of monitoring and observability tools, alert correlation, event management, dashboards, logs, metrics, and service health indicators.
• Experience in coordinating with internal delivery teams, client stakeholders, third-party vendors, OEMs, cloud providers, application teams, security teams, and service management teams during crisis situations.
• Ability to prepare incident timelines, impact summaries, recovery updates, root cause follow-up notes, problem records, improvement actions, and leadership reports.
• Strong understanding of ITIL-based incident, problem, change, request, event, availability, continuity, and service reporting processes.
• Ability to handle high-pressure situations with calm communication, strong ownership, quick decision-making, disciplined follow-up, and clear executive-level updates.
• Excellent analytical, troubleshooting, coordination, documentation, stakeholder-management, and communication skills.

Advanced Concepts / Expertise

• End-to-end crisis lifecycle management from incident detection, impact assessment, technical triage, escalation, workaround, restoration, recovery validation, and closure.
• Advanced understanding of major incident management models, command-and-control structures, crisis governance, escalation matrices, communication protocols, and service restoration priorities.
• Ability to establish and maintain crisis management playbooks, technical runbooks, escalation directories, bridge protocols, impact assessment templates, and communication checklists.
• Strong capability in SLA and service-impact governance including breach-risk assessment, business impact communication, service credit exposure awareness, corrective action tracking, and executive reporting.
• Operational resilience management including repeat-incident reduction, failover readiness, backup and recovery coordination, monitoring improvements, capacity-risk identification, and continuity readiness.
• Problem management expertise including root cause review coordination, known error identification, permanent fix tracking, preventive control implementation, and trend analysis.
• Ability to support governance forums such as major incident reviews, service review boards, problem review meetings, operational risk reviews, availability reviews, and executive steering updates.
• Experience in vendor and OEM escalation, cross-tower accountability tracking, technical dependency management, recovery coordination, and service-owner alignment.
• Strong focus on service availability, security impact, business continuity, operational risk, compliance, audit readiness, and disciplined evidence management during and after incidents.
• Ability to convert complex technical incident details into clear business impact statements, leadership summaries, recovery plans, and action-oriented service improvement recommendations.

Nice to Have

• Certifications such as ITIL, PMP, PRINCE2, Agile, Lean Six Sigma, cloud, infrastructure, security, service management, or major incident management certification.
• Experience with ServiceNow, Jira, Remedy, Splunk, Dynatrace, AppDynamics, LogicMonitor, SCOM, OEM monitoring tools, Grafana, Power BI, SharePoint, Teams, and command center dashboards.
• Exposure to infrastructure domains such as cloud, data center, network, security, workplace, database, middleware, storage, backup, Unix/Linux, Windows, virtualization, monitoring, and service management.
• Knowledge of regulated industry requirements such as telecom, banking, insurance, healthcare, utilities, public sector, or large enterprise outsourcing environments.
• Understanding of resilience and control frameworks such as ISO 27001, SOC, GDPR, DORA, NIS2, PCI DSS, disaster recovery, business continuity, audit controls, information security, and operational risk management.
• Experience in transition support, service readiness, operational acceptance, crisis simulations, failover drills, disaster recovery testing, and continual service improvement.
• Strong documentation and presentation skills with ability to create incident reports, crisis dashboards, executive summaries, RCA packs, problem review notes, and service improvement recommendations.

The job entails working at a computer for extended periods of time and collaborating with global teams across multiple locations and time zones. The role may require participation in high-priority incident bridges, crisis war rooms, technical recovery calls, client escalation meetings, major incident reviews, problem management discussions, service availability reviews, disaster recovery coordination, and executive update forums. Should be able to communicate effectively by telephone, email, collaboration tools, or face to face, including during time-sensitive crisis situations.

About Us
Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 50 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem.

All aspects of the hiring process and employment at Infosys are based on merit, competence and performance. We are committed to embracing diversity and creating an inclusive environment for all employees. Infosys is proud to be an equal opportunity employer

Client-provided location(s): Brussels, Belgium

Job ID: Infosys-152205BR

Employment Type: OTHER

Posted: 2026-08-14T19:23:21