Incident Manager

3 weeks ago


Gurugram, India Incedo Inc. Full time

Key Responsibilities:

  • Incident Response & Coordination:
  • Lead the response to IT service disruptions and ensure timely resolution.
  • Coordinate with cross-functional teams to diagnose and resolve incidents.
  • Act as the primary point of contact during major incidents.

Process Management:

  • Oversee the incident lifecycle from detection to resolution.
  • Ensure incidents are logged, categorized, prioritized, and tracked accurately.
  • Conduct post-incident reviews and root cause analysis (RCA).

Communication & Reporting:

  • Provide regular updates to stakeholders during incidents.
  • Escalate major issues to upper management as needed.
  • Document incident protocols and maintain incident logs.
  • Continuous Improvement:
  • Analyze incident trends and implement preventive measures.
  • Refine incident management processes and workflows.
  • Collaborate with problem and change management teams for holistic ITSM.
  • Team Leadership:
  • Manage incident response team members and assign tasks.
  • Train staff on incident management tools and procedures.

Preferred Certifications:

  • ITIL Foundation or higher
  • Certified Incident Manager (CIM)
  • PMP or equivalent project management certification


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