Incident Manager – ITIL & ITSM Operations

Experience - 8

Required Skills & Qualifications

- 8-9 years of experience in ITSM Operations, Production Support, or Incident Management.
- Strong expertise in Incident, Major Incident, Problem, and Change Management processes.
- Hands-on experience with ServiceNow ITSM and workflow automation.
- Experience with APM tools including AppDynamics (AppD), SigNoz, or equivalent platforms.
- Robust knowledge of Grafana, Prometheus, Splunk, Application Insights, and SCOM.
- Experience with PagerDuty, event management, and escalation management frameworks.
- Exposure to monitoring tool consolidation, alert optimization, and threshold management.
- Experience supporting AIOps, observability, and proactive operations initiatives.
- Strong analytical, stakeholder management, and communication skills.




- Experience supporting banking, financial services, digital platforms, or large-scale enterprise environments preferred.

Preferred Experience

- SCOM: Monitoring infrastructure heartbeats and system states across 612 management packs.
- Application Insights: Monitoring Digital Banking, NuPoint, Identity, and Tokenization platforms.
- Splunk: Operational analytics for Digital Banking, ACH, FedNow, NuPoint Wire, and Imaging platforms.
- PagerDuty: Managing incident escalations across 35 squads, improving MTTA and MTTR performance.
- OpManager / NetFlow: Monitoring network devices, interfaces, traffic flows, and service availability

📌 Incident Manager (Kochi)
🏢 ThoughtFocus
📍 Kochi