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

- Robust 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