Core responsibilities

- Incident resolution: Lead the response to IT incidents, from initial detection and diagnosis to full resolution, to minimize downtime and impact on the business.
- Coordination: Act as the central point of contact, coordinating and facilitating communication between technical teams, management, and other stakeholders during an incident.
- Monitoring and tracking: Continuously monitor IT systems for issues, and maintain a record of incidents, including their status, resolution, and impact.
- Process improvement: Analyze incident data and trends to identify root causes and develop strategies to prevent future recurrences through improved processes and documentation.
- Escalation: Determine the necessary resources and escalation paths for major incidents and ensure they are addressed promptly.
- Post-incident review: Lead post-incident reviews (or postmortems) to document lessons learned and identify areas for improvement.

Essential skills and qualifications

- Technical expertise:



Deep understanding of IT systems and troubleshooting techniques. Familiarity with incident management frameworks like https://www.google.com/search?sca_esv=e5f7800d8a81a6ec&rlz;=1C1CHBF_enIN1120IN1120&q;=ITIL&sa;=X&ved;=2ahUKEwiho4TBtdiQAxWT7zgGHXrIAPIQxccNegUI-wEQAQ&mstk;=AUtExfCclMA2nSh-wNr1-fuw2Eq0e0FqIXCjE7f6oJIFyyuZtklwgzDKAy4IUz3icf9QOTdgxuKMPhDZa7H8l0LrqWNmjvTh69cRGpX4umCyzShbc2AgCJgzJWBfVpWYNmyhM7g&csui;=3 is often required.
- Communication: Strong communication skills to provide updates to stakeholders, manage expectations, and work effectively with technical and non-technical teams.
- Leadership: Ability to lead and motivate teams under high-pressure situations.
- Analytical skills: Robust analytical and problem-solving skills to diagnose issues and identify root causes.
- Customer service mindset: Ability to maintain a focus on user satisfaction throughout the incident resolution process.

📌 Incident Manager (India)
🏢 Sysnet Global Technologies
📍 India