Dear Candidates,

Currently we are hiring for Incident Manager for a leading MNC for Bangalore location.

Please go through the details below and interested candidates can share their resume with the below mentioned mail id.

Mail Id:[email protected]

JD:

Position Name: Incident Manager Hospitality IT

Exp: 5-8 yrs

Job Location: Bangalore-Hybrid

Job Mode: Hybrid(3 days WFO)

Salary: Negotiable

Domain preference: Hospitality sector(Hotel,resort,travel,retail)

Notice Period: 15 days-Immediate Joiner

Position Summary

The Incident Manager is responsible for leading the Incident Management process across the hospitality technology landscape, ensuring timely restoration of services and minimizing business disruption. The role coordinates cross-functional IT teams, vendors, and business stakeholders to manage incidents affecting hotel operations, guest experience, reservations, property management systems, food & beverage operations, and corporate applications.

The ideal candidate possesses strong IT service management expertise, excellent communication skills, and experience supporting mission-critical hospitality systems in a 24x7 operational workplace.

Key Responsibilities

Incident Management

Own and manage the end-to-end Incident Management process in accordance with ITIL best practices.

Lead Major Incident (P1/P2) response, coordination, communication, escalation, and resolution activities.

Ensure rapid restoration of business-critical services with minimal operational impact.

Monitor incident queues and ensure SLA compliance across support teams.

Coordinate technical teams during incident investigations and service recovery efforts.

Conduct incident triage, prioritization, and impact assessments.

Major Incident Coordination

Act as Incident Commander during critical outages and service disruptions.

Establish incident bridges and coordinate activities across infrastructure, application, network, security, cloud, and vendor teams.

Provide timely updates to business stakeholders and executive leadership.

Manage communication plans during high-impact incidents.





Ensure proper documentation of incident timelines and actions taken.

Hospitality Systems Support

Oversee incident management for key hospitality platforms including:

Property Management Systems (PMS)

Central Reservation Systems (CRS)

Point of Sale (POS) Systems

Revenue Management Systems

Loyalty Platforms

Guest Experience Applications

Mobile Applications and Self-Service Solutions

Payment Processing Systems

Ensure operational continuity across hotels, resorts, restaurants, and corporate offices.

Root Cause Analysis & Problem Management

Facilitate post-incident reviews and root cause analysis sessions.

Identify recurring incidents and work with Problem Management teams to implement permanent fixes.

Track corrective and preventive actions to closure.

Drive continuous service improvement initiatives.

Stakeholder Communication

Serve as the central communication point during major incidents.

Prepare incident reports and executive summaries.

Communicate service impacts, recovery progress, and resolution status to stakeholders.

Maintain strong relationships with hotel operations teams and business leaders.

Vendor & Third-Party Management

Coordinate with technology vendors, cloud providers, and service partners during incidents.

Escalate unresolved issues through vendor support channels.

Monitor vendor responsiveness against contractual SLAs.

Reporting & Governance

Produce incident trend analysis and service performance reports.

Track key metrics including:

Mean Time to Detect (MTTD)

Mean Time to Resolve (MTTR)

SLA Achievement

Incident Volume

Repeat Incident Rates

Support audit, compliance, and governance requirements.

Continuous Improvement





Identify opportunities to improve monitoring, alerting, automation, and operational processes.

Recommend enhancements to incident response procedures.

Participate in disaster recovery and business continuity exercises.

Required Qualifications

Bachelor's degree in Information Technology, Computer Science, Engineering, or related field.

5+ years of experience in IT Service Management, Operations, or Incident Management.

Experience managing major incidents in a 24x7 production environment.

Strong understanding of ITIL Incident Management processes.

Experience supporting hospitality technology environments preferred.

Preferred Qualifications

ITIL Foundation or ITIL 4 Certification.

Experience in hotel, resort, travel, hospitality, or retail industries.

Certification in Service Management or Operations Management.

Experience with cloud-based infrastructure and SaaS applications.

Technical Knowledge

Hospitality Applications

Property Management Systems (PMS)

Central Reservation Systems (CRS)

Point of Sale (POS) Platforms

Revenue Management Systems

Loyalty and CRM Platforms

Payment Gateways and Financial Systems

Infrastructure & Cloud

Microsoft Azure, AWS, or Google Cloud

Windows and Linux environments

Network and Security fundamentals

Database platforms

Monitoring and observability tools

Service Management Tools

ServiceNow

Jira Service Management

BMC Remedy

PagerDuty

Opsgenie

Splunk

Dynatrace

Datadog

Key Competencies

Major Incident Management

Crisis Management

Stakeholder Communication

Service Restoration Leadership

Root Cause Analysis

ITIL Service Management

Vendor Coordination

Decision Making Under Pressure

Customer Focus

Continuous Improvement

Success Metrics

Achievement of Incident SLA targets.

Reduction in Mean Time to Resolve (MTTR).

Effective management of Major Incidents.

Improved service availability and uptime.

Reduction in repeat incidents.

Positive stakeholder and business satisfaction scores.

Successful completion of post-incident corrective actions.

📌 Incident Manager Hospitality IT (Bengaluru)
🏢 RiDik
📍 Bengaluru