Incident Manager

Company:

Key Skills:

Roles and Responsibilities:

• Handle P1/P2 outages as Incident Manager and drive effective resolution.
• Coordinate with L2/L3 teams, account managers, and regional managers to prioritize and address business needs.
• Deliver excellent customer service by engaging directly with users, understanding requirements, and ensuring satisfaction.
• Operate effectively across multiple organizational levels and cross-functional teams within client organizations.
• Troubleshoot complex issues spanning infrastructure and application layers (database, storage, systems, networks).
• Acknowledge, resolve, and escalate incidents in line with defined SLAs.
• Translate business requirements into actionable technical solutions.
• Evaluate emerging technologies/tools and recommend adoption where relevant.
• Track and report KPIs and SLAs to ensure compliance and continuous improvement.

Skills Required:

Must-Have:

• Strong expertise in Production Support
• Proven experience in Incident Management handling P1/P2 critical issues
• Ability to collaborate with L2/L3 teams for issue resolution
• Excellent communication and stakeholder management skills
• Strong knowledge of ITIL processes (Incident, Problem, and Change Management)

Nice-to-Have:

• Hands-on experience in L2 technical support
• Knowledge across database, storage, system, and network troubleshooting
• Familiarity with monitoring tools and ticketing systems (ServiceNow, Remedy, etc.)

Education: