Critical Incident Manager

Role :- CRITICAL INCIDENT MANAGEMENT

Experience :- 6 to 15 year

Job Location :- Chennai, Bengalore , Noida

Work Type ;- Full Time

Position Overview: We are seeking a skilled and proactive Critical Incident Manager to join our team. The successful candidate will play a pivotal role in managing and coordinating critical incidents, ensuring effective communication, timely escalation, and resolution. You will be responsible for leading critical ongoing incident bridges, collaborating with technical teams, and maintaining communication with leadership throughout the incident lifecycle.

Key Responsibilities:

• Join critical ongoing incident bridges, providing leadership and coordination among technical teams.
• Act as the central point for escalations during critical incidents and ensure timely communication to relevant stakeholders.
• Liaise with technical experts to ensure that incidents are managed according to best practices and organizational procedures.
• Maintain clear and concise communication with leadership, providing status updates and recommendations via email.
• Document key findings, actions taken, and lessons learned during the incident lifecycle, ensuring comprehensive post-incident analysis.
• Ensure that incident management documentation is up-to-date and reflective of key events.
• Work within the ITSM (IT Service Management) framework, applying knowledge of infrastructure and applications as required.
• Demonstrate proficiency in Microsoft Excel for tracking incidents, analyzing trends, and reporting on incident metrics.

Required Qualifications:

• Basic knowledge of IT infrastructure and applications within the ITSM scope.
• Excellent verbal and written communication skills, with the ability to communicate complex technical issues clearly to both technical and non-technical stakeholders.
• Experience with incident management and a strong understanding of incident resolution processes.
• Proficiency in Microsoft Excel, with the ability to create reports, analyze data, and document findings effectively.
• Strong organizational skills and attention to detail, with the ability to manage multiple tasks and priorities under pressure.

Preferred Qualifications:

• 4+ years of experience as Critical Incident Manager within the IT industry.
• Familiarity with ITIL frameworks and best practices.
• Prior experience working with cross-functional teams in a high-pressure environment.

Soft Skills:

• Ability to remain calm under pressure and manage incidents with a sense of urgency.
• Strong problem-solving skills and the ability to think critically and analytically.
• Team-oriented with a collaborative approach to incident resolution.
• Open to work based on 24X7 rotational shifts