Shift Timing - UK - 1 shift (7AM IST) Key Responsibilities Lead and coordinate the end-to-end incident management process including detection, triage, escalation, resolution, and closure

Manage and drive incidents effectively to ensure minimum downtime and business impact

Actively engage all teams until resolution and communicate status to all stakeholders in a timely manner

Conduct post-incident reviews, root cause analysis, and analyze incident data to identify trends and patterns

Define, implement, and continuously improve incident management policies, procedures, and tools

Collaborate with all stakeholders to ensure quick resolutions and effective communication of incidents

Implement end-to-end automation solutions to reduce manual efforts and involvement

Design, develop, and maintain documentation for incident management processes and procedures





Track and report on KPIs and SLAs and train teams on incident management best practices Required Skills 6+ years of experience in Incident Management

Solid knowledge of ITIL framework and GenAI tools and concepts

Good experience in ServiceNow and Jira

Proficiency in MS Teams

Experience with CoPilot, Amazon Q.

Excellent communication, collaboration, and stakeholder management skills

Strong analytical and problem-solving skills with ability to work under pressure

Self-motivated and ownership-driven with ability to take initiatives

Tech savvy with openness to learn new technologies as needed

Experience with on-call rotations and support environments

📌 Incident Management Specialist (Hyderabad)
🏢 ADP
📍 Hyderabad