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.

Solid 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