Incident Manager
2 days ago
Job Title: Incident Manager
Location: [Chennai WFH]
Job Type: Full-Time
Experience: 5 years in IT Service Management
Reports To: IT Operations Manager / Service Delivery Manager
Job Summary:
We are seeking an experienced and proactive Incident Manager to join our IT Service Management team. The ideal candidate will take ownership of managing critical incidents, ensuring swift resolution to minimize business impact. This role also includes working closely with Problem Management and Change Management teams to identify root causes, implement improvements, and maintain service stability.
Key Responsibilities:
Incident Management:
• Lead the resolution of major incidents (P1/P2) and ensure service restoration within agreed SLAs.
• Coordinate cross-functional teams during incidents, acting as the central point of communication.
• Conduct post-incident reviews (PIRs) and ensure proper documentation of incident timelines, actions taken, and resolution details.
• Maintain an incident register and continuously monitor trends for proactive improvements.
Problem Management (Support Role):
• Collaborate with the Problem Manager to identify and eliminate root causes of recurring incidents.
• Support problem investigations by providing incident data, logs, and historical context.
• Participate in RCA meetings and drive preventive actions.
Change Management (Support Role):
• Review and assess potential risk of Change Requests (CRs) based on incident history.
• Participate in Change Advisory Board (CAB) meetings to ensure change-related incidents are minimized.
• Ensure incident data feeds into the change review process for continuous improvement.
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Core Skills & Competencies:
Technical/Process Skills:
• Strong understanding of ITIL v4 or v3 frameworks (certification preferred).
• Hands-on experience with ITSM tools (e.g., ServiceNow, BMC Remedy, Cherwell).
• Proficient in incident triage, escalation protocols, and command/control structure during high-severity incidents.
• Familiarity with SLA/OLA management and reporting.
Problem Management Skills:
• Understanding of root cause analysis methodologies (e.g., 5 Whys, Fishbone, Kepner-Tregoe).
• Ability to analyze trends, identify patterns, and recommend long-term solutions.
Change Management Skills:
• Familiarity with Change lifecycle (RFC, impact analysis, implementation, post-review).
• Understanding of business risk assessment in change planning.
Soft Skills:
• Excellent communication and stakeholder management skills, especially under pressure.
• Strong analytical and decision-making capabilities.
• Ability to manage multiple high-priority issues simultaneously.
• Calm under pressure and able to lead during crisis situations.
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Preferred Qualifications:
• Bachelor's degree in Information Technology, Computer Science, or a related field.
• ITIL v3/v4 Foundation (Intermediate or Expert level is a plus).
• Experience in managing 24x7 operations or global service environments.
• Exposure to Agile, DevOps, or Cloud environments is a plus
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