Job highlights

- Partner with Problem Management to trigger deeper root cause analysis when required . Monitor incident trends and metrics to identify recurring issues and opportunities for service improvement .
- ITIL Foundation certification v3 or v4 or higher .
- Experience working within ITSM frameworks and incident management processes .

Job Summary Your role as an Incident Manager, you will lead the end-to-end management of incidents that impact customer services, with a robust focus on service restoration, coordination, and clear communication. This role is central to maintaining customer trust during service disruptions by driving structured incident response, orchestrating cross functional teams, and ensuring incidents are resolved efficiently and consistently. You will balance real-time incident leadership with continuous improvement of incident management practices and outcomes.

Responsibilities

- Lead the management of incidents from identification through resolution, ensuring timely service restoration
- Orchestrate incident bridges and coordinate multiple technical teams and service partners during active incidents
- Own communication to customers and internal stakeholders throughout the incident lifecycle using defined communication plans
- Ensure incident priorities, impacts, and escalations are assessed accurately and consistently
- Drive post incident reviews, documenting root causes, actions taken, and improvement opportunities




- Partner with Problem Management to trigger deeper root cause analysis when required
- Monitor incident trends and metrics to identify recurring issues and opportunities for service improvement
- Maintain compliance with IT Service Management (ITSM) processes and continuously improve incident management execution

Requirements

- Experience working within ITSM frameworks and incident management processes
- Hands on experience with ITSM tools such as ServiceNow or equivalent platforms
- Ability to lead and coordinate cross functional technical teams during high impact incidents
- Experience managing customer communications during service disruptions
- Familiarity with formal troubleshooting and root cause analysis methodologies
- Ability to manage multiple incidents, priorities, and stakeholders concurrently
- Experience documenting incidents, actions, and outcomes in structured systems

Qualifications

- ITIL Foundation certification v3 or v4 or higher
- Experience supporting large scale or enterprise customer environments
- Experience facilitating post incident reviews and driving corrective actions
- Comfort working with ambiguity while maintaining structured decision making
- Experience managing executive or senior stakeholder expectations during critical incidents

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Incident Management Professional (Ahmedabad)
🏢 Kyndryl
📍 Ahmedabad