Business Title: Incident Manager
Job Location: Pune (Viman Nagar)
Experience: Proven Experience
Employment Type: Full Time
Shift Timings: 2 PM IST to 11 PM IST /3 PM IST to 12 AM IST

Responsibilities:

- Incident response and management: Lead the response to IT incidents, from initial detection to resolution, ensuring the process aligns with ITIL standards.
- Team coordination: Assemble and direct incident response teams, delegating roles and managing workloads to address incidents efficiently.
- Communication: Manage the flow of information, keeping all relevant stakeholders, including customers and leadership, informed throughout the incident.
- Prioritization: Prioritize incidents based on urgency and business impact, ensuring that critical issues are addressed first.
- Problem-solving: Investigate the root cause of incidents and implement solutions to prevent recurrence.
- Process improvement:



Analyze incident data to identify opportunities for improvement in the incident management process and other related IT service management processes.
- Monitoring: Oversee the implementation and maintenance of monitoring systems to detect issues proactively before they escalate.
- SLA compliance: Ensure that incident resolution times meet established service level agreements.

Qualifications:

- Robust understanding of IT service management (ITSM) and frameworks like ITIL.
- Proficiency with IT systems, software, and incident management tools (ServiceNow would be beneficial).
- Excellent problem-solving, analytical, and time management skills.
- Leadership and team management abilities.
- Strong communication and interpersonal skills.
- Bachelor's degree in information technology or engineering.
- Experience in IT service management or a similar role.

📌 Incident Manager (Pune)
🏢 Stratacent
📍 Pune