Pune IN-MH Position Type Full Time Requisition ID 12438 Level of Education 3 Year Degree or equivalent Years of Experience 7 to 10 Years About Exela Exela is a business process automation BPA leader leveraging a global footprint and proprietary technology to provide digital transformation solutions enhancing quality productivity and end-user experience With decades of expertise operating mission-critical processes Exela serves a growing roster of more than 4 000 customers throughout 50 countries including over 60 of the Fortune 100 With foundational technologies spanning information management workflow automation and integrated communications Exela s software and services include multi-industry department solution suites addressing finance accounting human capital management and legal management as well as industry-specific solutions for banking healthcare insurance and public sectors - Through cloud-enabled platforms built on a configurable stack of automation modules and 17 500 employees operating in 23 countries Exela rapidly deploys integrated technology and operations as an end-to-end digital journey partner Job Title Summary As an Incident Manager at XBP Global you will serve as the primary point of accountability for restoring normal service operations as quickly as possible following service disruptions You will lead cross-functional incident response teams coordinate resolution activities and ensure minimal impact on business operations This role requires a seasoned qualified with deep ITIL expertise and exceptional crisis management capabilities to drive our incident management maturity to world-class standards Key ResponsibilitiesLead end-to-end incident management lifecycle from detection through resolution and closure Coordinate Major Incident responses establishing incident command structure and communication protocols Collaborate with technical teams vendors and business stakeholders to minimize service disruption impact Maintain real-time incident status updates and stakeholder communications during critical incidents Conduct post-incident reviews and ensure implementation of preventive measures and process improvements Develop and maintain incident management procedures playbooks and escalation matrices Monitor incident metrics KPIs and SLA compliance to identify trends and improvement opportunities Train and mentor IT staff on incident response procedures and ITIL best practices Interface with Change Management and Problem Management teams to ensure coordinated service delivery Participate in crisis management exercises and business continuity planning initiatives NICE TO HAVE SkillsITIL Intermediate Certification in Service Operations ServiceNow Certified Implementation Specialist CIS - ITSM ServiceNow certification CSA CAD preferred Experience with cloud platforms AWS Azure GCP incident management Knowledge of automation tools and DevOps practices Experience leading digital transformation initiatives in ITSM Background in telecommunications financial services or healthcare industries Familiarity with Agile DevOps incident response methodologies Qualifications Bachelor s degree in Information Technology Computer Science Engineering or related field Minimum 7 years of hands-on experience in ITSM and IT Operations ITIL v4 Foundation certification mandatory Experience in deployment of Incident Management process in ServiceNow Experience with enterprise-level incident management processes Strong understanding of ITIL framework and best practices Proven track record in stakeholder management and cross-functional collaboration MUST HAVE Skills Expert knowledge of ITIL Incident Management processes and best practices Proven experience in managing critical incidents in enterprise environments P1 P0 incidents Robust analytical and problem-solving skills with ability to work under pressure Excellent verbal and written communication skills for stakeholder management Experience with ITSM tools ServiceNow Remedy or similar platforms Strong leadership abilities with experience in cross-functional team coordination Understanding of ITSM integration with Change Problem and Configuration Management Knowledge of monitoring tools alerting systems and incident detection mechanisms Disclaimer Exela is committed to creating a diverse environment and is proud to be an equality opportunity employer Qualified applicants will considered for employment without regard to their race color creed religion national origin ancestry citizenship status age disability gender sex marital status sexual orientation gender identity gender expression veteran status genetic information or any other characteristic protected by applicable federal state or local laws Exela recruiters or representatives will only contact you from emails ending with exelaonline com exelatech com lexicode com rustconsulting com or ersgroup com We would never ask you for payment or ask you to deposit a check into your personal bank account during the recruitment process