Incident Manager

Xalient

1 - 6 years

2 - 6 Lacs

kolkata mumbai new delhi hyderabad pune chennai bengaluru

Posted:Just now| Platform:

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Skills Required

itil certified analytical skills civil managed services networking itsm incident management medical insurance service delivery lead troubleshooting

Work Mode

Work from Office

Job Type

Full Time

Job Description

Oversee the Incident and Major Incident process with a focus on resolving incidents as quickly as possible.
Responding to a reported service incident, identifying the cause, and initiating the incident management process.
Ensure all active and ongoing incidents are documented and clearly handed over to the incoming Incident Manager at the end of the shift, supporting smooth 24/7 service continuity.
Strengthen escalation and critical incident management Provide clear leadership during high-impact incidents by taking ownership, ensuring timely engagement of the appropriate technical and management resources, and facilitating effective, customer-focused communication throughout the incident lifecycle.
Own and progress "aged" Incidents until they are successfully resolved.
Deputise for the Service Delivery Lead for any customer and internal meetings where required.
Responsible for generating regular incident reports.
Any other duties as requested by management.

Requirements

1 Year of experience in an incident management role.
Major incident management experience.
Excellent interpersonal and communication skills.
Ability to work under pressure and build strong relationships internally and externally
Excellent decision-making ability.
Excellent documentation writing skills.
Excellent troubleshooting and analytical skills.
Good knowledge of ITIL or hold ITIL certification.
Good experience knowledge of working with ITSM tools
Good knowledge and understanding of IT networks such as routers, switches and firewalls. (knowledge of Silver Peak / Aruba SDWAN would be an advantage)
Ability to work a mix of US and IST hours on a 2 week rota

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