Effective Incident Manager Needed

4 days ago

Hyderabad Secunderabad Telangana, India beBeeIncidentManagement Full time
Incident Management Specialist

We are seeking a skilled Incident Management Specialist to join our IT Operations team. The successful candidate will play a critical role in minimizing the impact of IT service disruptions, overseeing the entire incident lifecycle from detection and logging to diagnosis, resolution, and closure.

Main Responsibilities:
  • Act as the primary point of contact for major incidents, driving their resolution from identification through to service restoration.
  • Lead and coordinate technical teams (network, server, application, security) during incidents, ensuring clear communication and efficient problem-solving.
  • Log, classify, prioritize, and assign incidents, adhering to established Service Level Agreements (SLAs).
  • Facilitate incident bridge calls, providing timely updates to stakeholders, management, and affected users.
  • Ensure comprehensive documentation of all incident details, actions taken, and resolutions for post-incident review and knowledge building.
  • Conduct post-incident reviews (PIRs) or contribute to Problem Management processes to identify root causes and preventive measures.
  • Develop and maintain incident management procedures, runbooks, and playbooks.
  • Utilize IT Service Management (ITSM) tools effectively for incident tracking and reporting.
Key Qualifications:
  • Proven experience in an Incident Management role within an IT operations or service delivery environment.
Skill Requirements:
  • Strong understanding and practical experience with ITIL framework concepts, particularly Incident Management processes.
  • Experience in leading and coordinating technical teams during critical incidents.
  • Proficiency with IT Service Management (ITSM) platforms.
  • Excellent communication skills, both written and verbal, for technical and non-technical audiences.
  • Strong analytical and problem-solving abilities under pressure.
  • Ability to prioritize tasks, manage multiple incidents simultaneously, and meet tight deadlines.
  • Basic understanding of IT infrastructure components (networks, servers, applications, databases).
PREFERRED SKILLS:
  • ITIL Foundation certification (v3 or v4).
  • Experience with major incident management specific methodologies.
  • Knowledge of other ITIL processes like Problem Management and Change Management.
  • Familiarity with monitoring tools and alert management systems.

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