Business Critical Incident Resolution Specialist

3 days ago

Hyderabad Secunderabad Telangana, India beBeeIncidentManagement Full time
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 collaboration with cross-functional teams to drive timely incident resolution.
  • Ensure accurate and detailed incident documentation in IT service management tools.
  • Communicate incident status and resolution updates to stakeholders through executive summaries.
  • Perform post-incident reviews, root cause analysis, and follow-up on corrective actions.
  • Identify recurring issues and collaborate with problem management to implement permanent fixes.
  • Maintain and improve incident response playbooks, standard operating procedures, and service level agreements.
  • Support 24x7 incident response operations, including participation in on-call rotations.
Qualifications and Requirements:
  • Bachelor's degree in a related field, such as information technology or computer science.
  • Minimum 3 years of experience in incident management, IT support operations, or service desk coordination.
  • Strong understanding of ITIL framework principles, particularly incident and problem management processes.
  • Experience using IT service management tools, such as ServiceNow, BMC Remedy, or Ivanti.
  • Excellent leadership, communication, and coordination skills under pressure.
  • Ability to prioritize and manage multiple high-impact incidents simultaneously.
Desirable Skills and Certifications:
  • ITIL v4 Foundation Certification or higher.
  • Familiarity with major incident management procedures in large enterprise environments.
  • Experience with network, infrastructure, and application monitoring tools.
  • Exposure to cybersecurity incident handling is beneficial.

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