Incident Manager

As a Team Member in Incident, Problem, Change & Release Management, you will play a crucial role in ensuring the smooth operation of IT services. Your responsibilities will include: - Participating in shift-based operations to provide 24x7 support. - Owning the Incident Management process and enforcing adherence to protocols. - Responding to reported problems/incidents, initiating the incident process, and coordinating with application teams to identify root causes. - Assessing business impact and urgency with relevant teams to define Priority and Severity levels. - Logging and tracking incidents/resolutions for trend analysis. - Leading and coordinating problem triaging via MS Teams or Zoom (chat/bridge calls). - Handling communication for P1/P2 Incidents with IT and Business Leaders. - Coordinating deployment/release activities between onsite and offshore teams. - Maintaining strong collaboration with Release Managers, DevOps, and application teams. - Participating in cross-trainings and process documentation. - Creating/updating SOPs or wiki pages. - Joining daily scrums with delivery teams for triage updates. To be successful in this role, you should meet the following requirements: - 4 Plus years of experience with ITSM processes. - Strong knowledge of Incident and Problem Management. - Understanding of Change and Release Management processes. - Willingness to work in rotational shifts. - Excellent communication, documentation, and coordination skills. - Self-motivated and team-oriented. Preferred Skills: - Experience with ServiceNow, Azure DevOps, and MS Office tools. - Familiarity with ITIL frameworks. - Exposure to global clients, especially Banking/Auditing domains. - Proficiency in tools such as MS Visio, Zoom, and Skype. Certifications (Preferred): - ITIL V3/V4 Foundation - Intermediate ITIL certifications (Change/Release Management) (Note: The additional details of the company were not provided in the job description.),