Shift Timing - UK - 1 shift (7AM IST)Key ResponsibilitiesLead and coordinate the end-to-end incident management process including detection, triage, escalation, resolution, and closureManage and drive incidents effectively to ensure minimum downtime and business impactActively engage all teams until resolution and communicate status to all stakeholders in a timely mannerConduct post-incident reviews, root cause analysis, and analyze incident data to identify trends and patternsDefine, implement, and continuously improve incident management policies, procedures, and toolsCollaborate with all stakeholders to ensure quick resolutions and effective communication of incidentsImplement end-to-end automation solutions to reduce manual efforts and involvementDesign, develop,
and maintain documentation for incident management processes and proceduresTrack and report on KPIs and SLAs and train teams on incident management best practicesRequired Skills6+ years of experience in Incident ManagementStrong knowledge of ITIL framework and GenAI tools and conceptsGood experience in ServiceNow and JiraProficiency in MS TeamsExperience with CoPilot, Amazon Q.Excellent communication, collaboration, and stakeholder management skillsStrong analytical and problem-solving skills with ability to work under pressureSelf-motivated and ownership-driven with ability to take initiativesTech savvy with openness to learn current technologies as neededExperience with on-call rotations and support environments