Incident Manager

Profile : Incident Manager

Experience: 8–12 years

Location: Gurugram

CTC : 8 LPA

Working days - 5 days

Role Summary

We are seeking a highly motivated and experienced Incident Manager to lead the response and resolution of major incidents affecting critical business operations. This role acts as a central point of coordination during high-impact incidents, ensuring swift restoration of service, effective stakeholder communication, and continuous improvement in incident management processes.

Key Responsibilities

• Major Incident Management: Lead and coordinate high-severity incidents to ensure rapid restoration of services with minimal business disruption.
• ITIL Process Management: Apply ITIL best practices across Incident, Problem, and Change Management processes.
• Incident Coordination: Orchestrate recovery efforts across technical teams and business stakeholders, ensuring clear communication and effective action.
• Post-Incident Review (PIR): Conduct root cause analysis, create detailed reports, and drive corrective and preventive actions.
• Trend Analysis: Monitor incident trends to identify recurring problems and initiate long-term fixes.
• Process Improvement: Continuously enhance existing IT service management processes for better efficiency and risk mitigation.
• CMDB & Asset Management: Maintain accuracy and integrity of configuration and asset data to support rapid issue resolution.
• Service Desk Integration: Ensure seamless collaboration with the Service Desk for proper escalation, classification, and tracking of incidents.
• Stakeholder Management: Maintain proactive communication with business and technical stakeholders throughout the incident lifecycle.
• Reporting: Prepare and deliver incident performance metrics, dashboards, and reports to senior management.

Requirements

• Education: Bachelor's degree in Computer Science, Information Technology, or related discipline.
• Experience: 8–12 years of IT experience, with 6–8+ years in Major Incident Management roles.
• Availability: Flexible to support a 24x7 environment, including weekends and holidays.
• Technical Understanding: Strong grasp of application, infrastructure, networking, and database domains.
• Tools: Hands-on experience with ticketing tools like ServiceNow, JIRA, or Salesforce.

Core Skills & Knowledge

• ITIL Expertise: Deep understanding and practical application of ITIL principles; certification preferred (ITIL v3/v4).
• Incident Leadership: Proven ability to manage and lead critical incidents in large-scale enterprise environments.
• Process & Analytical Skills: Skilled in root cause analysis using tools such as Pareto, 5 Whys, and Fishbone methods.
• Communication & Stakeholder Management: Excellent written and verbal communication; capable of managing senior stakeholders and cross-functional teams.
• Process Improvement: Experience identifying systemic issues and driving continuous improvement initiatives.
• Technical Acumen: Broad understanding of IT systems, infrastructure, and service dependencies.

Good to Have

• Experience with cloud technologies (AWS, Azure, GCP).
• ITIL v4 or higher certification.
• Familiarity with SIAM (Service Integration and Management).
• Background in the financial services industry or securities processing environments.

Job Types: Full-time, Permanent

Pay: ₹8,000.00 per year

Application Question(s):

• Are you qualified Bachelor's degree in Computer Science, Information Technology or relevant field?
• are you most comfortable with location Gurugram?
• what is your current annual salary / ctc?
• what is your expected annual salary / ctc?

• How many years of Proven experience in Incident Manager?

• what is your notice period? (in days)

• How would you rate yourself on a scale of 1 to 10?" between your experience /skills & as required experience in job descriptions?

Work Location: In person