Incident & Problem Manager

Experience: 7 to 12 years

Location: Bengaluru, India

Skills: Incident Management, Problem Management, ITIL, Retail Technology, ITSM tools, Root Cause Analysis (RCA), Data Analysis, Service Level Agreements (SLAs), Monitoring Insights, Telemetry, Corrective Actions, Preventive Actions

Job Summary
The Incident & Problem Manager is responsible for end‑to‑end management of retail incidents and problems, ensuring rapid service restoration, effective stakeholder communication, and long‑term elimination of recurring issues. The role plays a critical part in protecting store availability, customer experience, SLA compliance, and audit readiness across distributed retail environments.

Key Responsibilities
Incident Management (Operational Stability)
Own and manage Priority 1–4 incidents impacting retail stores, platforms, and users.
Lead Major / Critical Incident bridges, ensuring structured coordination and timely recovery.
Drive triage, escalation, and resolution across Service Desk, Remote Support, Field Support, Vendors, and Engineering teams.
Ensure incidents are logged, categorized, prioritized, and closed correctly in ITSM tools.
Provide clear, timely, and business‑focused communications to key stakeholders during incidents.
Ensure SLA adherence and minimize retail downtime and business impact.

Problem Management (Service Improvement)
Identify recurring incidents and systemic issues and own the Problem Management lifecycle.
Conduct root cause analysis (RCA) and document Known Errors with corrective and preventive actions.
Analyze trends using incident data, monitoring insights, and telemetry across retail stores.
Drive permanent fixes in collaboration with Engineering, HAM, Monitoring, and Vendor teams.




Track corrective actions to closure and validate effectiveness post‑implementation.

Governance, Reporting & Compliance
Produce Incident and Problem Management reports for Monthly Service Reviews.
Support audit, geo‑compliance, and ECA requirements with evidence, RCAs, and action tracking.
Ensure alignment with ITIL processes and service governance standards.
Recommend process, tooling, and automation improvements to improve resilience and reduce repeat failures.

Retail Technology Scope
Retail POS, Back Office Systems (BOS), SCO, Kiosks
Store infrastructure, endpoints, peripherals
Remote monitoring, field support coordination
Distributed, high‑availability retail environments

Required Skills & Experience
Technical & Process Skills
Solid expertise in Incident Management and Problem Management (ITIL aligned).
Hands‑on experience supporting retail technology environments.
Strong understanding of SLAs, escalation models, and service assurance.
Experience with ITSM tools, RCA techniques, and reporting dashboards.

Functional & Leadership Skills
Excellent stakeholder and crisis communication skills.
Strong analytical mindset with data‑driven decision making.
Ability to operate under high‑pressure, store‑critical situations.
Collaborative approach across global, multi‑vendor teams.

Experience & Qualification
7–12 years of experience in Service Operations / Incident / Problem Management roles.
Retail or large distributed enterprise environment experience preferred.
ITIL certification (Incident / Problem Management) preferred.

Key Success Measures
Reduced incident resolution times and store downtime
Reduction in repeat incidents through effective problem closure
SLA and compliance adherence
Improved retail service stability and stakeholder confidence

📌 Incident & Problem Manager (Bengaluru)
🏢 HCL Technologies
📍 Bengaluru