Incident Manager

Role Overview

The Incident Manager – Level 2 is responsible for managing high-impact incidents, ensuring quick resolution, minimizing business disruption, and driving effective communication between technical teams, stakeholders, and leadership. This role acts as an escalation point for Level 1 and is accountable for end-to-end incident lifecycle management.

Key Responsibilities

Incident Management

• Monitor, triage, and manage major and high-priority incidents (P1/P2) from detection to closure.
• Lead incident bridge calls, coordinating cross-functional teams to ensure swift resolution.
• Ensure proper incident categorization, prioritization, and assignment to technical teams.
• Drive adherence to SLAs and minimize service downtime.

Communication & Coordination

• Serve as primary communication point during major incidents.
• Provide timely and accurate incident updates to stakeholders, leadership, and business users.
• Escalate issues proactively when resolution is at risk.

Root Cause & Post-Incident Activities

• Coordinate with problem management teams for root cause analysis (RCA).
• Ensure post-incident reviews (PIR) are conducted, documented, and action items are tracked.
• Identify recurring issues and recommend improvements.

Process & Continuous Improvement

• Support process standardization based on ITIL best practices.
• Contribute to incident management documentation, playbooks, and SOPs.
• Identify gaps in monitoring, alerting, or workflows and propose improvements.

Tools & Reporting

• Use ITSM platforms (ServiceNow, JIRA Service Management, etc.) for tracking and reporting.
• Generate daily/weekly/monthly incident reports and analytics.
• Highlight trends and recurring patterns to improve service reliability.

Required Skills & Qualifications

Technical & Functional Skills

• Strong understanding of ITIL V3/V4 processes (Incident, Problem, Change).
• Experience handling major incidents in enterprise environments.
• Familiarity with infrastructure, networking, cloud technologies, and application support concepts.
• Proficiency with ITSM tools like ServiceNow or Remedy.

Soft Skills

• Excellent communication and stakeholder management skills.
• Ability to remain calm under pressure and manage high-stress situations.
• Strong analytical and decision-making capabilities.
• Skilled at conflict resolution and facilitating collaboration.

Experience

• 2–5 years of experience in incident management or related IT service operations roles.
• Prior experience leading bridge calls and managing P1/P2 incidents.

Certifications (Preferred)

• ITIL Foundation (V3 or V4)
• Incident Management certifications or training
• Cloud certifications (AWS/GCP/Azure) are a plus

Key Competencies

• Critical thinking
• Time management
• Cross-team coordination
• Documentation & reporting
• Accountability & ownership

hemamalini.dhanasekaran@cbts.com