Incident Manager | 6 to 9 years | Mumbai, Pune

1 month ago


Bengaluru, India Capgemini Full time
Job Description
  • Proven experience in incident management within an IT service management framework 
  • Familiarity with incident management tools and systems e g ServiceNow Jira etc 
  • Strong understanding of ITIL Information Technology Infrastructure Library principles especially in the context of Incident Management 
  • Lead and coordinate the response to IT incidents ensuring that the appropriate resources are engaged to resolve issues promptly 
  • Implement incident resolution procedures to restore services within agreed upon service level agreements SLAs 
  • Establish and maintain a classification system for incidents based on impact and urgency 
  • Prioritize incidents according to their business impact and criticality 
  • Communicate incident status updates and resolutions to relevant stakeholders including end users management and support teams 
  • Act as the primary point of contact for incident related communications 
  • Implement escalation procedures to ensure that incidents are appropriately escalated based on severity and SLA breaches 
  • Collaborate with support teams and management to expedite incident resolution 
Primary Skills
  • Incident manager 
  • ITIL Certified Service now tool 
Secondary Skills
  • An effective communicator with excellent interpersonal analytical and client servicing abilities 
  • Analytical approach to working 
  • Flexibility within role and flexible approach to assigned work 
  • Enthusiastic confident with a can do attitude


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