Role Summary

The Incident Manager leads the end-to-end command and control of high-impact technology incidents. Acting as the single point of accountability during an active Major Incident, this role establishes structure, drives cross-functional coordination and decision-making, maintains focus on service restoration, and ensures timely, accurate communication. The Incident Manager also safeguards audit-ready documentation, validates restoration and impact, and enables a clean transition into post-incident review and Problem Management.

Key Responsibilities

Lead Major Incident response from declaration through service restoration, stabilization, documentation, and

operational handoff.

Own command and control of incident bridges by setting objectives, maintaining pace and bridge discipline,

summarizing status, and driving clear next actions.

Confirm that incident priority reflects business impact and urgency; escalate to technology and business

leadership when required.

Coordinate application, infrastructure, network, security, vendor, service management, and business teams

to accelerate diagnosis and recovery.

Ensure the correct technical resources and decision-makers are engaged; escalate non-response, unclear

ownership, or stalled troubleshooting.

Balance restoration speed with operational and business risk, including coordination of emergency change

approvals and rollback decisions.

Direct internal and executive-level communications, ensuring updates clearly state impact, actions, progress,

risk, and next steps.

Ensure incident records and timelines capture decisions, actions, ownership, impact assessments, vendor

engagement, and restoration evidence to audit-ready standards.

Validate that service has been restored, the impact window is accurately assessed, and any remaining risk or





monitoring requirement has an owner.

Determine follow-up needs, including reconvene sessions, post-incident review inputs, corrective actions,

and handoff to Problem Management.

Coach ECC Analysts and less-experienced incident leaders on bridge execution, communications,

documentation, and escalation practices.

Identify and implement improvements to incident processes, playbooks, tooling, AI-assisted workflows, and

automation that reduce manual effort and improve consistency.

Participate in relevant on-call or rota coverage for Major Incident response.

Required Qualifications

Bachelor's degree in computer science or a related field, or equivalent professional experience.

5+ years of experience in enterprise IT operations, production support, service management, or incident

management within high-availability environments.

Demonstrated experience leading Major Incident bridges and coordinating P1/P2 or equivalent high-severity

incidents.

Strong working knowledge of ITIL-aligned Incident, Major Incident, Change, Problem, and post-incident

review practices.

Experience with Service Now and enterprise monitoring, observability, collaboration, and notification tools;

Splunk experience is strongly preferred.

Broad understanding of enterprise applications, cloud and on-premises infrastructure, networking,

middleware, and production support models.





Ability to lead calmly and decisively in high-pressure scenarios with incomplete or rapidly changing

information.

Excellent written and verbal English communication skills, including executive summaries and clear technical-

to-business translation.

Solid organizational skills, attention to detail, independent judgment, and disciplined follow-through.

Proven ability to influence and coordinate teams without relying on direct reporting authority.

Preferred Qualifications

ITIL Foundation or advanced IT service management certification.

Experience with xMatters or equivalent paging and escalation platforms, Microsoft Teams incident

collaboration, and structured incident timelines.

Experience with AI-enabled operations, workflow automation, incident documentation automation, or

operational intelligence.

Experience working across global teams, time zones, vendors, and business stakeholders.

Success Profile

Maintains clear accountability and forward momentum without taking over technical troubleshooting from

resolver teams.

Communicates with precision, separates confirmed facts from assumptions, and makes ownership and next

actions explicit.

Anticipates escalation, resource, vendor, and communication needs before they delay restoration.

Protects documentation quality and lifecycle continuity from active response through PIR and Problem

Management handoff.

Builds trust through calm leadership, sound judgment, collaboration, and consistent execution.

Screening emphasis

Prioritize candidates who have personally led live, high-impact incident bridges. Ask for examples that

demonstrate command and control, executive communication, cross-team escalation, restoration validation,

and post-incident handoff.

📌 Incident Manager (India)
🏢 TRIGENT SOFTWARE PRIVATE
📍 India