We are seeking a proactive and results-driven Incident Manager to join our IT team. In this role, you will be responsible for leading the end-to-end incident management process, ensuring rapid restoration of IT services, and minimizing business impact. You will also analyze recurring issues and drive process improvements to enhance overall service reliability.
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An ideal candidate is highly adaptable, capable of handling multiple priorities, and demonstrates strong decision-making skills during critical incidents.
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Key Responsibilities
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- Lead and oversee the incident management lifecycle, coordinating with all stakeholders to ensure timely resolution.
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- Manage bridge calls and drive communication during high-priority incidents (P1/P2/P3) in a 24x7 setting.
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- Develop, maintain, and continuously improve major incident management processes and procedures.
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- Prepare and present daily, weekly, and monthly incident reports and performance metrics.
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- Ensure smooth transition and handover of infrastructure operations across shifts.
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- Monitor incident resolution involving multiple service providers and ensure adherence to SLAs and OLAs.
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- Escalate incidents at risk of SLA breaches to senior leadership in a timely manner.
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- Respond swiftly to incidents by identifying root causes and initiating appropriate resolution workflows.
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- Prioritize incidents based on business impact and urgency.
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- Document incident response procedures, including handling of cybersecurity threats and system failures.
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- Collaborate with cross-functional teams to ensure compliance with defined incident management protocols.
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- Maintain accurate incident records and analyze trends to identify recurring issues.
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- Continuously refine incident management practices to improve efficiency and effectiveness.
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- Communicate major system issues and risks to senior management.
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- Optimize team performance by balancing workloads and rescheduling non-critical activities when necessary.
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Required Skills & Qualifications
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- Bachelor's degree in Information Technology, Engineering, or a related field.
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- Minimum of 7+ years of experience in IT Service Management or a similar role.
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- Strong understanding of ITSM frameworks such as ITIL and COBIT.
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- Proven expertise in Major Incident Management processes.
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- Hands-on experience with monitoring tools such as Zabbix.
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- Basic knowledge of IT infrastructure, including Networks, Windows, Linux, Virtualization, and Databases.
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- Excellent leadership, coordination, and team collaboration skills.
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- Ability to analyze large volumes of technical data in a fast-paced environment.
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- Strong problem-solving, analytical, and time-management skills
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