Incident Manager

Key ResponsibilitiesIncident Response & CoordinationLead and oversee the end-to-end incident management process, ensuring adherence to SLAs and minimizing downtime.Serve as the primary point of contact and authority during high-severity or major incidents.Coordinate efforts across technical, operational, and business teams to drive rapid incident resolution.Prioritize incidents based on urgency and business impact, ensuring appropriate escalation and communication.Manage communication across all levels of the organization, including technical teams, leadership, and key stakeholders, during and after incidents.Ensure accurate incident categorization, classification, documentation, and closure.Root Cause Analysis & Problem ManagementLead post-incident reviews (PIRs) to identify root causes, lessons learned, and long-term corrective and preventive actions.Collaborate with Problem Management teams to track recurring issues, identify trends, and reduce incident frequency.Associate incidents with related records such as Problems, Changes, and Knowledge Articles to enhance knowledge sharing and service improvement.Communication & ReportingProvide timely, clear, and concise updates to stakeholders throughout the incident lifecycle.Produce detailed post-incident reports, trend analyses, and performance dashboards highlighting SLA adherence, incident trends, and areas for improvement.Communicate significant issues or risks promptly to senior leadership and business units.Process Management & Continuous ImprovementMaintain, review, and enhance incident management processes to ensure efficiency and compliance with ITIL standards.Continuously evaluate and adjust incident handling protocols to align with evolving business and technical environments.Develop, document, and maintain incident response procedures, including cybersecurity and infrastructure-related protocols.Train, mentor, and guide IT and support staff on incident response best practices and escalation protocols.Lead strategic and tactical initiatives to improve customer experience, service quality, and operational stabilityRequired QualificationsBachelor's degree in Computer Science, Information Technology, or a related field (or equivalent work experience).3–7 years of experience in IT operations, service management, or an incident management role.Proven experience leading and resolving high-severity incidents in enterprise or cloud-based environments.Strong understanding of ITIL processes (Incident, Problem, Change, and Major Incident Management).Proficiency with ITSM tools (e.g., ServiceNow, Jira Service Management, BMC Remedy). Excellent communication, stakeholder management, and leadership skills, with the ability to remain calm and decisive under pressure.Strong analytical and problem-solving abilities with attention to detail and accountabilityPreferred QualificationsITIL Foundation or Intermediate Certification.Experience in a 24x7 operational environment or with global support teams.Familiarity with cloud platforms (AWS, Azure, GCP) and modern monitoring or observability tools.Experience collaborating with R&D;, support, and service delivery teams in complex technical ecosystems.Soft Skills & Core CompetenciesLeadership Impact: Ability to lead conversations, drive accountability, and inspire confidence during critical situations.Collaboration: Works effectively across cross-functional and distributed teams.Drive for Results: Demonstrates urgency and ownership in delivering timely, effective outcomes.Analytical Thinking: Skilled at diagnosing problems, interpreting technical data, and identifying patterns.Communication: Clear, empathetic, and transparent communicator under pressure. Adaptability: Maintains composure and efficiency in fast-paced, high-stress environments.Continuous Improvement: Committed to enhancing processes, tools, and team capabilitiesJob Type: Full-timePay: From ₹700,000.00 per yearBenefits:Paid time offEducation:Bachelor's (Preferred)Experience:AWS: 6 years (Preferred)Azure: 6 years (Preferred)IT service management: 6 years (Preferred)Incident management: 6 years (Preferred)ITIL: 6 years (Preferred)Jira: 6 years (Preferred)Work Location: In person