Date

6-Jul-2026 11:23 PM

Region

IN

Company

Sify Digital Services Limited

About US

A Fortune 500 India company, Sify Technologies is India’s most comprehensive ICT service & solution provider. With Cloud at the core of our solutions portfolio, Sify is focussed on the changing ICT requirements of the emerging Digital economy and the resultant demands from large, mid and small-sized businesses.

Sify’s infrastructure comprising the largest MPLS network, 10 top-of-the-line Concurrently Manageable DCs, partnership with global technology majors, vast expertise in business transformation solutions modelled on the cloud make it the first choice of start-ups, incoming Enterprises and even large Enterprises on the verge of a revamp.

More than 10000 businesses across multiple verticals have taken advantage of our unassailable trinity of Data Centers, Networks and Security services and conduct their business seamlessly from more than 1600 cities in India. Internationally, Sify has presence across North America, the United Kingdom and Singapore.

Sify, https://www.sifytechnologies.com/, Sify Technologies and www.sifytechnologies.com are registered trademarks of Sify Technologies Limited.

Job Details

Job Description

Key Responsibilities:

- Incident Management
- Act as the primary coordinator for all major incidents and escalations level.
- Ensure accurate incident categorization, prioritization, and assignment in line with defined SLAs.
- Coordinate between L1, L2, and L3 support teams and third-party vendors/OEMs for resolution.
- Drive incident bridges and provide regular updates to stakeholders until closure.
- Perform impact analysis and ensure incidents are resolved within agreed timelines.

- Communication Escalation

- Maintain timely and transparent communication with internal teams,



customers, and management.
- Escalate incidents to higher levels (L3/OEM/Management) as per escalation matrix.
- Ensure proper documentation of incident progress, updates, and closure notes.

- Process Compliance Reporting

- Adhere strictly to ITIL-defined Incident Management process.
- Ensure creation and submission of Incident Reports for all critical and recurring incidents.
- Prepare and publish critical device health Parameters report.

- Collaboration Continuous Improvement

- Work closely with monitoring and operations teams to ensure swift incident resolution.
- Identify process gaps and provide recommendations for improving incident handling efficiency.
- Participate in service review meetings and present incident-related metrics.

Required Skills Competencies:

- Solid understanding of ITIL Incident Management processes.
- Hands-on technical expertise at L2 level in at least Networking domain
- Excellent communication, coordination, and stakeholder management skills.
- Ability to work under pressure during high-severity incidents.
- Good analytical and problem-solving skills.
- Knowledge of ticketing/ITSM tools (e.g., ServiceNow, Remedy, etc.).

Qualifications Experience:

- Graduate in Engineering/Technology (preferred) or equivalent technical qualification.
- ITIL Strategic or equivalent/ PMP certification.
- Excellent knowledge in Microsoft Word, excel and PowerPoint
- Minimum 5 years of relevant experience in Incident Management/NOC/IT Operations.
- Prior experience in handling major incidents in BFSI or large-scale enterprise environments is an advantage.

- Fluent in both spoken and written English. Should be able to understand and speak Hindi or any other local language

Skills

Incident / Change / Problem Mgmt

Industries

Bank Network Infrastructure

📌 Manager-Operations (India)
🏢 Sify
📍 India