Incident Manager

About the Company

We are a leading medical IT company based in Ahmedabad, Gujarat, with over 30 years of experience and a presence in 1,500+ healthcare affiliations across India, the Middle East, and Africa. Our mission is to make healthcare available, accessible, and affordable through innovative technology solutions. We offer a comprehensive suite of cloud-based eHealth systems, including HIMS, LIMS, RIMS, PACS, Telemedicine, Tele-diagnostics, and e-Pharmacy, along with mobile apps for doctors, technicians, and citizens. Additionally, we develop IoT-enabled medical devices such as ECG machines, multiparameter monitors, health record digitizers, and health kiosks, bridging healthcare delivery with advanced digital technology.

Overview

The Incident Manager is responsible for leading and coordinating the response to major IT incidents to ensure timely resolution, minimize business impact, and maintain clear, effective communication across technical teams and stakeholders. This role requires strong technical expertise, decisive leadership under pressure, and exceptional communication skills. The Incident Manager will also play a key role in driving continuous improvement in incident management processes, ensuring alignment with ITIL best practices, and strengthening overall service reliability and operational resilience.

Key Responsibilities

• Lead end-to-end

  incident response

  , ensuring SLA compliance and clear communication.
• Act as the

  primary authority

  during high-severity incidents and coordinate cross-functional resolution.
• Conduct

  post-incident reviews

  , identify root causes, and implement preventive actions.
• Deliver timely updates, reports, and dashboards for leadership visibility.
• Continuously improve

  incident management processes

  in line with ITIL best practices.
• Mentor IT teams and drive initiatives that enhance service quality and customer satisfaction.

Required Qualifications

• Bachelor’s in Computer Science, IT, or related field (or equivalent experience).
• 3–7 years in IT operations, service, or incident management.
• Proven track record managing

  major enterprise or cloud incidents

  .
• Solid understanding of

  ITIL (Incident, Problem, Change, MIM)

  .
• Skilled in

  ServiceNow, Jira Service Management, or BMC Remedy

  .
• Strong communicator and decisive leader with sharp analytical skills.

Preferred

• ITIL Certification

  (Foundation or Intermediate).
• Experience in

  24x7 or global support environments

  .
• Knowledge of

  AWS, Azure, GCP

  , and modern observability tools.