Incident Manager (WFH)

Designation: Incident Manager

• Job Timing: Night Shift (10.30 PM to 6.30 AM)
• Location: Ahmedabad / Pune

Key Responsibilities:

Incident Management & Response:

• Lead the incident management process, ensuring rapid response, resolution, and communication.
• Act as an escalation point for critical IT incidents, ensuring minimal disruption to business operations.
• Coordinate with IT teams (Infrastructure, Network, Security, Applications, etc.) to diagnose, troubleshoot, and resolve issues.
• Ensure compliance with SLAs by monitoring incident resolution times and escalating issues as needed.
• Conduct Root Cause Analysis (RCA) and drive corrective actions to prevent recurrence.
• Facilitate post-incident reviews (PIRs) and ensure continuous process improvements.

Stakeholder Communication & Coordination:

• Serve as the primary liaison between IT teams, business units, and senior leadership during incidents.
• Provide timely incident status updates to stakeholders with clear impact assessments.
• Ensure effective collaboration with third-party vendors and service providers for quick resolution.
• Develop and maintain incident communication templates for standardization.

Process Improvement & Governance:

• Ensure adherence to ITIL best practices and ITSM frameworks.
• Identify trends in recurring incidents and work with Problem Management to implement permanent fixes.
• Maintain and enhance Incident Management Standard Operating Procedures (SOPs).
• Work closely with Change Management to assess risks and minimize service disruptions.

Training & Readiness:

• Conduct training sessions for IT teams on best practices for incident handling.
• Organize incident response simulations and tabletop exercises to enhance preparedness.
• Develop incident management playbooks to standardize response procedures.

Required Skills & Qualifications:

Technical & ITSM Expertise:

• Strong understanding of ITIL frameworks (Incident, Problem, and Change Management).
• Hands-on experience with ITSM tools such as ServiceNow, BMC Remedy, Jira Service Desk, or similar platforms.
• Knowledge of enterprise IT environments, including networking, cloud services, cybersecurity, and applications.
• Familiarity with log analysis, event correlation, and monitoring tools (e.g., Splunk, SolarWinds, Nagios).

Soft Skills & Competencies:

• Excellent communication and stakeholder management skills for cross-functional collaboration.
• Strong analytical, problem-solving, and decision-making abilities under high-pressure situations.
• Ability to handle multiple high-priority incidents simultaneously.
• Leadership skills to guide IT teams and improve incident management practices.

Education & Certifications:

• Bachelors degree in Computer Science, Information Technology, or related field.
• ITIL Foundation Certification (ITIL v3 or ITIL 4) – Mandatory.
• Preferred: ISO 27001, PMP, COBIT, CISSP, or relevant ITSM/security certifications.