Digital Transformation Incident Manager

5 days ago


Gurgaon, Haryana, India AHEAD Full time
About AHEAD

AHEAD is a leading provider of digital business platforms, empowering enterprises to drive transformation through innovative cloud infrastructure, automation, analytics, and software delivery.

Estimated Salary: $120,000 - $180,000 per yearAbout the Role

We are seeking an experienced Digital Transformation Incident Manager to join our Managed Services team. The ideal candidate will have a strong background in IT service management, excellent communication skills, and the ability to lead high-stress situations.

Key Responsibilities:
  • Manage major incidents from identification to closure, ensuring effective root cause analysis and resolution.
  • Liaise with internal and external stakeholders, including clients and third-party vendors.
  • Develop and maintain incident management protocols, ensuring compliance with industry standards.
  • Collaborate with the incident management team to ensure seamless process execution.
  • Log and analyze incidents to identify recurring issues and areas for improvement.
  • Communicate critical issues to senior management and key client stakeholders.
Requirements:
  • Bachelor's degree in information technology or related field, or equivalent experience.
  • Minimum 7 years' experience in IT service management, managed services, and/or ITSM operations.
  • Minimum 3 years' experience managing major incidents in complex environments.
  • ITIL v4 Foundations Certification preferred.
  • Experience with ITSM tools and systems, ServiceNow a plus.
  • Excellent oral and written communication skills.
  • High level of IT service delivery and customer service skills.
About the Benefits

AHEAD offers a comprehensive benefits package, including medical, dental, and vision insurance, 401(k), paid company holidays, paid time off, and paid parental and caregiver leave.



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