Incident Manager

Teamware Solutions

4 - 8 years

3 - 12 Lacs

Remote India

Posted:3 days ago| Platform: Foundit logo

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Skills Required

Root Cause Analysis SLA Monitoring

Work Mode

On-site

Job Type

Full Time

Job Description

Job Summary:

The Incident Manager is responsible for overseeing the end-to-end incident management process, ensuring that IT service disruptions are resolved quickly and efficiently. This role acts as the primary point of contact during major incidents and works to minimize business impact and restore normal service operations.

Key Responsibilities:

Lead the response and resolution process for high-priority incidents
Coordinate communication between technical teams, stakeholders, and management during incidents
Ensure accurate and timely documentation of incidents and actions taken
Drive root cause analysis and post-incident reviews (PIR)
Monitor incident trends and recommend process improvements
Maintain incident records in the ITSM tool and ensure SLA compliance
Escalate unresolved incidents to appropriate support teams or vendors
Develop and maintain incident management procedures and documentation
Support business continuity and disaster recovery activities
Provide regular incident metrics and reports to leadership

Required Skills and Qualifications:

Bachelor's degree in Information Technology, Computer Science, or related field
3+ years of experience in incident or IT service management
Strong understanding of ITIL framework and incident management processes
Excellent problem-solving, coordination, and communication skills
Ability to work under pressure and manage multiple priorities

Preferred Qualifications:

ITIL Foundation certification or higher
Experience with ITSM tools like ServiceNow, Remedy, or Jira
Knowledge of infrastructure, networking, and application support environments
Exposure to major incident and crisis management procedures

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