Incident Manager

Required Skills

• 5+ years of experience as an incident manager
• Strong ITSM experience (incident, change, and problem management)
• Proven ability to provide solutions for optimization and process improvement around ITSM and reoccurring incidents
• Experience with daily operational incident tickets (not major incidents)
• Service Now experience for managing tickets, reporting, and tracking incidents
• Analytical mindset, ability to identify and report trends and reoccurring incidents

Desired Skills

• ITIL 4 Practitioner: Incident Management certification
• Power BI reporting and dashboarding experience

Day-to-Day

The Incident Manager plays a key role in maintaining the overall health of IT Service Management (ITSM) processes by actively supporting change, problem, and incident management workflows; ensuring timely resolution, minimizing disruptions, and driving continuous improvement across service operations. You will serve as the first line of escalation for approximately 20% of applications during off-hours when the front-line support team is unavailable. Your responsibilities will include monitoring incoming tickets, ensuring timely progress on unresolved issues, and triaging with cross-functional teams to drive resolution. You will analyze recurring incidents to identify trends and generate detailed reports using ServiceNow and PowerPoint for handoff to the front-line team. A key part of your role will be to propose and implement process improvements aimed at reducing repeat issues, including opportunities for automation and self-healing solutions. Your ability to deep dive into daily operations and proactively identify optimization scenarios will be critical to enhancing overall system reliability and support efficiency. You will use ServiceNow to register and track all incidents or events reported by users. This role requires you to be available to start your shift around 10-11am IST.

Compensation

$14-$17 USD per hour.