Incident Manager

Job Title : Incident Manager Mid Level

The experienced support analyst will be responsible for monitoring different applications related to alerts, service now tickets, Chat pings and ensure they are addressed in timely manner. The support team handles the L1 activities and escalates the issues to next level teams as and when needed.

Role and Responsibilities:

• Monitor and ensure incoming P1 and P2 incidents are assigned, accurately categorized, and prioritized.
• Assess the impact and severity of incidents, making real-time decisions to escalate as necessary based on predefined procedures.
• Collaborate with cross-functional teams, including technical and non-technical stakeholders, to ensure effective incident resolution.
• Maintain clear and constant communication throughout the incident lifecycle, providing updates and status reports to stakeholders, leadership, and users.
• Facilitate post-incident reviews to identify root causes and contributing factors of incidents, ensuring that corrective and preventive actions are implemented.
• Generate comprehensive incident reports, highlighting key findings, outcomes, and recommendations for improvement.
• Ensure alignment with ITIL or other industry-standard frameworks to optimize incident management procedures.
• Collaborate with the Incident Management team to develop and refine incident response processes, workflows, and best practices.
• Ensure alignment with ITIL or other industry-standard frameworks to optimize incident management procedures.
• Flexibility to work in 24/7 rotational shifts, i.e. early morning, afternoon, night, and weekend shifts

Key Skills:

1. 4 to 7 years experience in a support analyst role

2. Strong understanding of IT infrastructure, systems, and applications.

3. Excellent problem-solving skills and the ability to make sound decisions under pressure.

4. Exceptional communication and interpersonal skills to interact with stakeholders at various levels.

5. Bachelors degree in information technology, Computer Science, or related field. A minimum of 16 years of degree is must.

6. Experience in Service now, JIRA, ITSI

7. Certifications such as ITIL, Certified Information Systems Security Professional (CISSP), or Certified Incident Manager (CIM) are a plus.

8. Analytical mindset with the capability to drive trend analysis and implement process improvements.

9. Willing to work in 24/7 rotational shifts.

Key Words:

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