Incident Management + Ops Management Expert

5 days ago


Noida, Uttar Pradesh, India Outworx Solutions Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Level : - L3

Job Role : -

  • Manage all major incidents (Sev1, Sev2) and urgent/on-demand Sev3 incidents in a 24x7 centralized desk.
  • Receive and log incidents via phone, email, and web in SNOW Portal.
  • Perform initial assessment, categorization, and prioritization using the Call Logging Template (CLT).
  • Lead and facilitate incident calls with full ownership until resolution.
  • Conduct initial discovery and provide preliminary support before engaging domain SMEs.
  • Assign incidents to appropriate resolution groups and drive closure.
  • Initiate bridges and release notifications with meaningful progress updates.
  • Keep internal and external stakeholders informed throughout the incident lifecycle.
  • Escalate unresolved incidents per escalation procedures approved by CUSTOMER SPOC.
  • Maintain and update the MIM portal with all relevant incident information.
  • Ensure incidents are not closed until fully resolved and approved by CUSTOMER.
  • Conduct quarterly reviews and audits of processes, roles, and documentation.
  • Maintain daily trackers for P1/P2 incidents and bridge adherence.
  • Publish weekly and monthly dashboards with insightful analysis.
  • Follow up for RCA post-incident closure for CUSTOMER-dependent P1 incidents.
  • Organize monthly cross-skill training with domain teams.
  • Maintain and reconcile escalation matrices and notification distribution lists

Tool / Technology : -

  • ITIL Processes, ServiceNow,, Basic Understanding of Infrastructure services ( EUS, DC and Cloud, Network and Security)

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