Incident Manager

Sysnet

3 - 4 years

5 - 6 Lacs

mumbai

Posted:4 days ago| Platform:

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Skills Required

analytical skills analytical process improvement incident management customer service management troubleshooting itil monitoring

Work Mode

Work from Office

Job Type

Full Time

Job Description

Core responsibilities

Incident resolution:
Lead the response to IT incidents, from initial detection and diagnosis to full resolution, to minimize downtime and impact on the business.
Coordination:
Act as the central point of contact, coordinating and facilitating communication between technical teams, management, and other stakeholders during an incident.
Monitoring and tracking:
Continuously monitor IT systems for issues, and maintain a record of incidents, including their status, resolution, and impact.
Process improvement:
Analyze incident data and trends to identify root causes and develop strategies to prevent future recurrences through improved processes and documentation.
Escalation:
Determine the necessary resources and escalation paths for major incidents and ensure they are addressed promptly.
Post-incident review:
Lead post-incident reviews (or postmortems) to document lessons learned and identify areas for improvement.

Essential skills and qualifications

Technical expertise:
Deep understanding of IT systems and troubleshooting techniques. Familiarity with incident management frameworks like ITIL is often required.
Communication:
Strong communication skills to provide updates to stakeholders, manage expectations, and work effectively with technical and non-technical teams.
Leadership:
Ability to lead and motivate teams under high-pressure situations.
Analytical skills:
Strong analytical and problem-solving skills to diagnose issues and identify root causes.
Customer service mindset:
Ability to maintain a focus on user satisfaction throughout the incident resolution process.

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