Job Title: Incident Management Associate
Experience: 2–5 Years
Location: Chennai
Employment Type: Full-time (24x7 Rotational Shifts)
Department: IT Operations / Service Management
Job Summary
We are looking for a proactive and customer-focused Incident Management Associate to oversee the end-to-end management of production incidents and ensure timely restoration of IT services. The ideal candidate will coordinate with cross-functional technical teams, drive incident resolution, facilitate stakeholder communication, and minimize business impact through effective incident management practices.
This role requires working in a 24x7 rotational support workplace, including weekends and holidays, as per business requirements.
Key Responsibilities
Manage the complete lifecycle of Major and High-Priority Incidents from identification through resolution and closure.
Lead incident bridge calls and coordinate with application, infrastructure, cloud, network, database, and support teams to expedite resolution.
Ensure timely incident response, escalation, communication,



and resolution in accordance with defined SLAs.
Monitor incident queues and prioritize issues based on business impact and urgency.
Provide regular status updates to business stakeholders, customers, and senior leadership during critical incidents.
Coordinate technical teams to identify workarounds and restore services as quickly as possible.
Conduct post-incident reviews (PIRs), document root causes, corrective actions, and lessons learned.
Track recurring incidents and collaborate with Problem Management teams to drive permanent resolutions.
Maintain incident documentation, dashboards, and reports for operational reviews and management reporting.
Ensure compliance with ITIL Incident Management processes and organizational governance.
Support change implementation activities and assess potential impacts during planned maintenance windows.
Identify opportunities for automation and continual service improvement t

📌 Incident Management Associate (Chennai)
🏢 InfoSun Technology
📍 Chennai