Incident Manager

10 hours ago

Mumbai, Maharashtra, India Sysnet Global Technologies Pvt Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Core responsibilities

  • Incident resolution: Lead the response to IT incidents, from initial detection and diagnosis to full resolution, to minimize downtime and impact on the business.
  • Coordination: Act as the central point of contact, coordinating and facilitating communication between technical teams, management, and other stakeholders during an incident.
  • Monitoring and tracking: Continuously monitor IT systems for issues, and maintain a record of incidents, including their status, resolution, and impact.
  • Process improvement: Analyze incident data and trends to identify root causes and develop strategies to prevent future recurrences through improved processes and documentation.
  • Escalation: Determine the necessary resources and escalation paths for major incidents and ensure they are addressed promptly.
  • Post-incident review: Lead post-incident reviews (or postmortems) to document lessons learned and identify areas for improvement.

Essential skills and qualifications

  • Technical expertise: Deep understanding of IT systems and troubleshooting techniques. Familiarity with incident management frameworks like is often required.
  • Communication: Strong communication skills to provide updates to stakeholders, manage expectations, and work effectively with technical and non-technical teams.
  • Leadership: Ability to lead and motivate teams under high-pressure situations.
  • Analytical skills: Strong analytical and problem-solving skills to diagnose issues and identify root causes.
  • Customer service mindset: Ability to maintain a focus on user satisfaction throughout the incident resolution process.

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