Incident Management Specialist

2 weeks ago

Hyderabad, India Teamware Solutions Full time

Job Description Key Responsibilities: - Lead and coordinate the incident management lifecycle, including detection, logging, classification, investigation, escalation, and resolution. - Act as the central point of contact during high-priority (P1/P2) or major incidents. - Facilitate incident bridges and drive timely resolution by collaborating with cross-functional teams. - Ensure proper incident documentation in ITSM tools (e.g., ServiceNow, Remedy, Jira). - Communicate incident status and resolution updates to stakeholders, including executive summaries. - Perform post-incident reviews (PIRs), root cause analysis (RCA), and follow-up on corrective actions. - Identify recurring issues and work with problem management to implement permanent fixes. - Maintain and improve incident response playbooks, SOPs, and SLAs. - Support 24x7 incident response operations, including participation in on-call rotation. - Collaborate with security, infrastructure, application, and business continuity teams to ensure effective response to technical and security incidents. Qualifications and Requirements: - Bachelor's degree in Information Technology, Computer Science, or related field. - 3+ years of experience in incident management, IT support operations, or service desk coordination. - Strong understanding of ITIL framework, especially incident and problem management processes. - Experience using ITSM tools such as ServiceNow, BMC Remedy, or Ivanti. - Excellent coordination, communication, and leadership skills under pressure. - Ability to prioritize and manage multiple high-impact incidents simultaneously. - Strong documentation and report-writing skills. Desirable Skills and Certifications: - ITIL v4 Foundation Certification or higher - Familiarity with major incident management (MIM) procedures in large enterprise environments - Experience with network, infrastructure, and application monitoring tools (e.g., Splunk, AppDynamics, Nagios) - Exposure to cybersecurity incident handling is a plus - Experience in regulated industries (e.g., finance, healthcare, government) is advantageous

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