Incident Management Specialist

Location: Chennai/Pune/Hyderabad

Experience: 10-12 Years

Shift: Rotational 24/7

Overview

We are seeking highly motivated professionals to join our Incident, Problem, Change, and Release Management team in USI. The team operates in a 24x7 environment and plays a critical role in maintaining system stability, ensuring timely resolution of incidents, coordinating releases, and driving continuous improvement across ITSM processes.

Responsibilities

• Own and execute the Incident Management process, ensuring protocols are diligently followed.
• Respond to Problem Tickets and Incidents, coordinating with application and business teams to identify root causes.
• Assess and classify Priority and Severity based on business impact.
• Log and track all incidents and resolutions for trend analysis and process improvements.
• Drive and coordinate problem triage sessions with delivery and incident management teams via MS Teams or Zoom bridge calls.
• Manage end-to-end communication with IT and business stakeholders for P1 and P2 incidents.
• Coordinate with Release Managers, DevOps, and Application Teams for major and semi-major releases, ensuring smooth deployment communication between onsite and offshore teams.
• Support release/deployment coordination activities via chat and bridge calls.
• Create and maintain SOPs, process documentation, and Wiki pages.
• Participate in cross-training and contribute to team process improvements

  .

• 8–12 years of experience in ITSM processes, specifically Incident and Problem Management.
• Strong understanding of Change and Release Management processes.
• Experience with ServiceNow for service management.
• Familiarity with Azure DevOps and its release planning workflows (preferred).
• Excellent communication, analytical, and problem-solving skills.
• Strong organizational and time management abilities.
• Self-motivated team player willing to work in a 24x7 shift environment.
• Ability to collaborate effectively across global teams.
• Lead the USI team ensuring 24x7 coverage and effective shift handovers.
• Publish and maintain the monthly shift roster; act as POC for escalations.

Skill Set Must Have:

• ITIL: Incident & Problem Management knowledge
• Service Management: ServiceNow
• MS Office Tools: Word, Excel, PowerPoint, MS Teams

Good to Have:

• ITIL: Change & Release Management knowledge
• Azure DevOps experience
• Wiki creation and documentation
• MS Visio proficiency
• Exposure to Zoom & Skype
• Experience working with global clients or in banking/auditing domains

Preferred Certifications

• ITIL V3/V4 Foundation
• ITIL Intermediate