Incident & Problem Management Specialist

2 weeks ago

Chennai, Tamil Nadu, India UST Global Full time ₹ 12,00,000 - ₹ 36,00,000 per year
  • 5 - 7 Years Opening Chennai, Kochi, Trivandrum

Role description Job Title: Major Incident & Problem Manager

Overview:
We are seeking a highly experienced Major Incident & Problem Manager to lead critical incident response efforts and ensure timely resolution of business and customer-impacting incidents in a 24x7x365 environment. This role acts as the central point of contact during major incidents and coordinates across internal teams and external partners to drive resolution and continuous improvement.

Key Responsibilities:

  • Assess the impact and severity of major incidents; gather data to support decision-making.

  • Act as the primary contact during critical incidents, keeping all relevant teams informed and engaged.

  • Lead incident response efforts, including triage, technical bridges, recovery coordination, and communication.

  • Maintain clear, timely communication with internal stakeholders, external partners, and authorities.

  • Develop and maintain communication templates for effective incident updates.

  • Ensure adherence to response SLAs and escalation procedures.

  • Coordinate with external vendors for additional support during incidents.

  • Maintain accurate records of incident response activities and decisions.

  • Conduct thorough post-incident reviews to identify root causes and improvement opportunities.

  • Assign and track Problem records to resolution, coordinating RCA to closure.

  • Create and manage incident response and escalation plans.

  • Establish metrics and reporting to track incident and problem management performance.

  • Continuously review and update incident response plans and frameworks.

  • Provide support and guidance to the incident response team during complex situations.

  • Develop contingency plans for various scenarios and ensure organizational readiness.

Requirements:

  • 4 years of experience in IT operations within a large-scale environment.

  • 5 years of hands-on experience leading major incident resolution.

  • Strong background in Incident and Problem Management (5 years).

  • Solid understanding of ITIL processes – Incident, Problem, and Change Management.

  • Experience working with ServiceNow (or similar ITSM platforms).

  • Familiarity with cloud platforms like AWS and Azure.

  • Ability to work in a 24x7x365 on-call rotation.

Key Skills:

  • Incident & Problem Management

  • Criticality Analysis

  • Service Desk Operations

  • Security Incident Response

  • Communication & Coordination

  • ITIL Framework

  • ServiceNow

  • Cloud Platforms (AWS, Azure)

Notice period: Immediate

Job location: Chennai

Skills

Criticality Analysis,Service Desk,Security Incident Response

About UST UST is a global digital transformation solutions provider. For more than 20 years, UST has worked side by side with the world's best companies to make a real impact through transformation. Powered by technology, inspired by people and led by purpose, UST partners with their clients from design to operation. With deep domain expertise and a future-proof philosophy, UST embeds innovation and agility into their clients' organizations. With over 30,000 employees in 30 countries, UST builds for boundless impact—touching billions of lives in the process.

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