Key Responsibilities:
- Lead the end-to-end management of major IT incidents, from initial inception to resolution
- Coordinate with cross-functional teams to implement effective recovery actions
- Maintain clear, concise, and timely communication with stakeholders, leadership and impacted users throughout the incident
- Ensure adherence to incident management processes and SLAs
- Contribute to continuous improvement of incident management processes and documentation
- Escalate incidents appropriately and engage senior leadership when required
- Monitor incident trends and proactively identify potential risks or recurring issues
- Ensure accurate incident records and timelines are maintained
- Collaborate with Problem Management to drive long-term fixes and reduce repeat incidents
- Participate in a rotating shift schedule, including night shifts and weekend cover,



to provide 24/7 incident coverage

Qualifications
- 6 years of experience in
IT incident management
- Proven ability to lead and manage high-impact incidents in a quick-paced environment
- Experience in
OpsGenie/PagerDuty, ServiceNow
- Comfortable working in a distributed team with flexible hours
- Ability to remain calm and focused under pressure, especially during critical outages
- Understanding of ITIL processes, particularly Incident and Problem Management
- Excellent communication, coordination, and stakeholder management skills
- Ability to work under pressure and manage multiple priorities
- Experience with ITSM tools such as ServiceNow or similar platforms

📌 Incident Management Specialist (Chennai Metropolitan Area)
🏢 Nielseniq
📍 Chennai Metropolitan Area