Incident Management Technician

4 days ago

Bengaluru, Karnataka, India Elastic Full time ₹ 12,00,000 - ₹ 36,00,000 per year
What is The Role

The Incident Management Team plays a critical role in ensuring the stability and resilience of our IT operations. As the central hub for incident response, the team manages the full lifecycle of IT incidents—detecting, logging, categorizing, prioritizing, escalating, and communicating—so that business operations continue with minimal disruption. Our goal is to resolve all incidents within agreed Service Level Agreements (SLAs) while delivering clear, timely updates to stakeholders.

What You Will Be Doing
  • Own the Incident Process: Act as the primary contact and owner for all IT incidents, ensuring each is managed from detection through resolution.
  • Triage and Prioritize: Assess and prioritize incidents based on business impact and urgency, always aligning with SLAs.
  • Coordinate Resolution: Facilitate collaboration between technical teams, business stakeholders, and vendors to drive efficient, effective incident resolution.
  • Communicate with Stakeholders: Provide timely, accurate updates to senior leaders, business partners, and end-users during major incidents (P1/P2).
  • Drive Problem Management: Lead post-incident reviews (PIRs) and root cause analysis (RCA) to uncover underlying issues and prevent recurrence.
  • Data Analysis: Review incident trends and data to identify opportunities for improvement and support proactive problem management.
  • Document Thoroughly: Ensure all incident records are complete, accurate, and include detailed steps, workarounds, and resolutions.
  • Monitor Performance: Help track and report on key performance indicators (KPIs) such as uptime, Mean Time to Acknowledge (MTTA), and Mean Time to Resolve (MTTR).
What You Bring
  • Experience: At least 5 years in IT Service Operations or Incident Management, ideally in a dynamic, fast-paced environment.
  • ITIL Knowledge: Strong understanding of ITIL v3 or v4, with hands-on experience in Incident Management.
  • Technical Skills: Proficiency with IT Service Management (ITSM) tools such as ServiceNow, Jira, or similar platforms.
  • Metrics Focus: Solid grasp of SLAs, OLAs, TATs, and uptime calculations, with a data-driven approach to performance.
  • Problem-Solving: Strong analytical and troubleshooting skills, with the ability to stay calm and make decisions under pressure.
  • Communication: Excellent written and verbal communication skills, with a proven ability to engage and inform stakeholders at all levels.
  • Flexibility: Willingness to work in rotational shifts, including weekends and holidays, as needed.
Bonus Points
  • Certifications: ITIL v4 Foundation (or higher) certification required.
  • Major Incident Management: Direct experience managing high-severity (P1/P2) incidents from start to finish, Familiarity with ISO/IEC 20001 standards.
  • Monitoring Tools: Experience with monitoring and alerting platforms such as PagerDuty, Grafana, or Kibana.
  • Leadership: Experience mentoring or leading a small team or project, with strong people management skills.
  • Root Cause Analysis: Knowledge of root cause analysis techniques (e.g., 5 Whys, Fishbone Diagram).

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