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Senior Specialist for Digital IT Incident Management

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Hyderabad, Telangana, India beBeeIncident Full time ₹ 1,80,00,000 - ₹ 2,50,00,000

Job Title: Senior Specialist for Digital IT Incident Management



We are seeking a highly skilled and experienced professional to lead our Digital IT Incident Management function. This role is responsible for driving holistic IT incident management using the ITIL framework, governing and overseeing incident management operations across digital platforms, and ensuring agreed customer and internal service levels are met.

Major Responsibilities:
• Govern day-to-day operations of incident management services to ensure stability, integrity, and business continuity
• Ensure all services and accountabilities of incident management operations are delivered to the agreed SLAs
• Monitor, measure, report, and review performance of services in close collaboration with Service Performance Managers
• Manage the lifecycle of incidents and minimize their adverse impact on business operations
• Identify, initiate, schedule, and conduct incident reviews
• Provide guidance to the Incident Process Coordinators
• Establish continuous process improvement cycles where the process performance, activities, roles, and responsibilities, policies, procedures, and supporting technology are reviewed and enhanced where applicable.

Key Accountabilities:
• Oversee and collaborate with problem management and drive identification of root causes as well as sufficient prevention of incident recurrences
• Ensure adherence to documented operational procedures to maintain system integrity
• Ensure appropriate operational service documentation is created and accepted by stakeholders
• Monitor suppliers involved in operations
• Enable knowledge about systems and services is collected and distributed to enable effective support
• Take accountability to ensure adherence with Security and Compliance policies and procedures within Service/Solution Operation scope
• Manage the lifecycle of all DDIT incidents and minimize their adverse impact on business operations
• Proactively identify opportunities for service improvements; directly address and eradicate unacceptable levels of service.