Incident Management

Teamware Solutions

2 - 5 years

2 - 5 Lacs

Bengaluru Karnataka India

Posted:1 day ago| Platform: Foundit logo

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Skills Required

Service Management Analytical Abilities Problem-solving

Work Mode

On-site

Job Type

Full Time

Job Description

Incident Management Specialist

Key Responsibilities

Act as the primary point of contact for
major incidents
, driving their resolution from identification through to service restoration.
Lead and coordinate technical teams (network, server, application, security) during incidents, ensuring clear communication and efficient problem-solving.
Log, classify, prioritize, and assign incidents, adhering to established
Service Level Agreements (SLAs)
.
Facilitate
incident bridge calls
, providing timely updates to stakeholders, management, and affected users.
Ensure comprehensive documentation of all incident details, actions taken, and resolutions for post-incident review and knowledge building.
Conduct
post-incident reviews (PIRs)
or contribute to
Problem Management
processes to identify root causes and preventive measures.
Develop and maintain incident management procedures, runbooks, and playbooks.
Utilize
IT Service Management (ITSM) tools
(e.g., ServiceNow, Jira Service Management) effectively for incident tracking and reporting.

Qualifications

Proven experience in an
Incident Management role
within an IT operations or service delivery environment.

Skills Required:

Strong understanding and practical experience with ITIL framework concepts
, particularly
Incident Management processes
.
Experience in leading and coordinating technical teams during critical incidents.
Proficiency with
IT Service Management (ITSM) platforms
(e.g.,
ServiceNow, Jira Service Management
).
Excellent
communication skills
, both written and verbal, for technical and non-technical audiences.
Strong
analytical and problem-solving abilities
under pressure.
Ability to prioritize tasks, manage multiple incidents simultaneously, and meet tight deadlines.
Basic understanding of IT infrastructure components (networks, servers, applications, databases).

Preferred Skills:

ITIL Foundation certification (v3 or v4).
Experience with major incident management specific methodologies.
Knowledge of other ITIL processes like Problem Management and Change Management.
Familiarity with monitoring tools and alert management systems.

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