:

1) Incident Management :

- Own and manage major and high-priority incidents
- Act as the central point of coordination during incidents across infrastructure, application, network, and vendor teams
- Ensure incidents are logged, categorized, prioritized, and tracked accurately in the ITSM tool
- Facilitate incident bridge calls, war rooms, and escalation processes
- Provide regular incident status updates to business stakeholders and leadership
- Ensure root cause analysis (RCA) and post-incident reviews are conducted
- Track and follow up on corrective and preventive actions
- Participate in on-call / shift rotations as require

2) Change Management :

- Review and track the change request, ensuring the changes are properly documented including the risk & Impact analysis, rollback and implementation plans
- Coordinate change approvals through CCB meetings and publish the details
- Ensure compliance with change policies ,



procedures and SLAs and demonstrate during the various audits.
- Support emergency and standard change process
- Track the changes for timely closure

Required Skills & Qualifications:

- Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience)
- 4–10 years of experience in IT operations, service management, or incident management
- Solid understanding of ITIL Incident & Major Incident Management
- Hands-on experience with ITSM tools
- Excellent communication, coordination, and stakeholder management skills
- Ability to remain calm and decisive during high-pressure situations
- Strong analytical and problem-solving abilities
- Exposure to Problem Management and RCA methodologies

📌 Deputy Manager - Data Centre (Mumbai)
🏢 HDB Financial Services
📍 Mumbai