Incident Manager

4 days ago


Bangalore, Karnataka, India Aliqan Services Private Limited Full time

Note : We are looking for a candidate who has experience in the L1 process and is willing to work 24/7.

Incident Manager Responsibilities :

- Overseeing the incident management process and team members involved in resolving the incident

- Minimum of 3 years of experience in incident management & Proven ability to troubleshoot and resolve IT problems

- Responding to a reported service incident, identifying the cause, and initiating the incident management process.

- Prioritizing incidents according to their urgency and influence on the business.

- Producing documents that outline incident protocols such as how to handle cybersecurity threats or how to correct server failures.

- Collaborating with the incident management team to ensure that all protocols are diligently followed.

- Logging all incidents and their resolution to see if there are recurring malfunctions.

- Adjusting the incident management process as required to ensure its effectiveness.

- Communicating with upper management if major issues are found in the IT system.

- Managing the incident team members by re-assigning workloads and re-scheduling non-urgent tasks.

Incident Manager Requirements :

- Bachelor's degree in information technology, engineering, or a related field.

- At least three years' experience working in IT service management, or a similar role.

- Strong knowledge of IT service management software including ITIL

- Solid knowledge of databases such as PL SQL, & Scripting

- Handling incident escalations and managing on own and in case if required raising to concerned team member

- Should have handled and resolved around 15-20 tickets a day

- Stake holder management and regular updates to be shared with them

- Ability to analyse a high volume of technical data and work in a fast-paced environment.

- Strong problem-solving, analytical, and time-management skills & good communication skills

(ref:hirist.tech)

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