Integrated Incident Manager

5 - 7 Years
2 Openings
Kochi, Trivandrum

Support Coverage: 24x7 (On-call rotation)

Role Overview:

The ITSM Manager is responsible for overseeing the Incident, Major Incident, Problem, and Availability Management processes across the enterprise. This role ensures quick service restoration, operational stability, and continuous service improvement through strong leadership, process governance, and stakeholder communication.

Key Responsibilities:

• Manage the end-to-end Incident Management process and ensure SLA/OLA compliance.

• Lead all P1/P2 Major Incidents, coordinate resolver teams, and communicate with stakeholders.

• Drive Problem Management through root cause analysis, trend identification, and preventive actions.

• Monitor and report on service availability, uptime, and performance metrics.

• Collaborate with Change and Release teams to prevent recurring issues.

• Maintain dashboards, generate operational reports, and support audits.

• Act as the key point of contact during incidents and service reviews.

• Mentor junior team members and promote knowledge sharing.

Skills & Experience:

• 5+ years of experience in ITSM/Operations Management (Incident, Problem, Major Incident, and Availability).

• Strong understanding of ITIL processes and hands-on experience with ITSM tools (e.g., ServiceNow, ManageEngine).

• Expertise in Root Cause Analysis (RCA), incident trend analysis, and service improvement.

• Familiarity with monitoring and reporting tools (SolarWinds, Dynatrace, Splunk, CloudWatch).

• Excellent communication, leadership, and stakeholder management skills.

• ITIL Foundation certification preferred.

Key Deliverables:

• SLA and OLA adherence

• Reduction in recurring incidents

• Accurate documentation and updated knowledge base

• Effective communication during major incidents

• Continuous improvement initiatives and audit compliance

major incident,incident management,Itsm