Incident Resolution Specialist

1 week ago

Hyderabad, Telangana, India beBeeInnovator Full time ₹ 1,20,00,000 - ₹ 2,00,00,000

Job Role:

An Incident Manager is a key professional responsible for managing and resolving critical incidents that impact our business operations. This role requires strong leadership, analytical, and communication skills to ensure timely resolution and minimal disruption.

Key Responsibilities:

  • Own and drive the end-to-end incident management process for high-severity incidents.
  • Lead incident bridge calls and coordinate with cross-functional teams to ensure timely resolution.
  • Ensure stakeholder communication during incidents, including leadership updates and customer-facing communications if required.
  • Perform post-incident reviews (PIRs/RCAs) and ensure action items are tracked to closure.
  • Identify and implement opportunities for process improvement in incident management.
  • Ensure incidents are documented in the incident management system and maintain accurate reporting/metrics.
  • Partner with Problem Management teams to analyze trends and reduce recurring incidents.
  • Provide training and guidance to team members on incident handling best practices.

Requirements:

  • 4 - 7 years of experience in Incident Management, IT Operations, or related fields.
  • Strong understanding of ITIL processes (Incident, Problem, Change Management).
  • Hands-on experience with tools such as ServiceNow, Jira, PagerDuty, Opsgenie, or equivalent.
  • Excellent communication and stakeholder management skills, with the ability to handle pressure during high-severity incidents.
  • Strong analytical and problem-solving skills with attention to detail.
  • Technical knowledge of infrastructure, cloud platforms (AWS/Azure/GCP), networking, and monitoring tools is a plus.
  • Ability to work in a 24x7 support environment (on-call rotations may be required).
  • Preferred Certifications: ITIL Foundation / Incident Management / Cloud certifications.

Competencies:

  • Calm and composed under pressure.
  • Strong leadership and facilitation skills.
  • Ability to influence cross-functional teams.
  • Continuous improvement mindset.
  • Customer-first.

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