Incident Manager

We are looking for a candidate who could handle incident management and change management of our organisation.

1) Incident Management :

• Own and manage major and high-priority incidents
• Act as the central point of coordination during incidents across infrastructure, application, network, and vendor teams
• Ensure incidents are logged, categorized, prioritized, and tracked accurately in the ITSM tool
• Facilitate incident bridge calls, war rooms, and escalation processes
• Provide regular incident status updates to business stakeholders and leadership
• Ensure root cause analysis (RCA) and post-incident reviews are conducted
• Track and follow up on corrective and preventive actions
• Participate in on-call / shift rotations as require

2) Change Management :

• Review and track the change request, ensuring the changes are properly documented including the risk & Impact analysis, rollback and implementation plans
• Coordinate change approvals through CCB meetings and publish the details
• Ensure compliance with change policies , procedures and SLAs and demonstrate during the various audits.
• Support emergency and standard change process
• Track the changes for timely closure

Required Skills & Qualifications:

• Bachelors degree in IT, Computer Science, or related field (or equivalent experience)
• 3 - 8 years of experience in IT operations, service management, or incident management
• Strong understanding of ITIL Incident & Major Incident Management
• Hands-on experience with ITSM tools
• Excellent communication, coordination, and stakeholder management skills
• Ability to remain calm and decisive during high-pressure situations
• Strong analytical and problem-solving abilities
• Exposure to Problem Management and RCA methodologies