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NXP Semiconductors
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IT Incident Manager

IT Incident Manager

NXP Semiconductors

6 - 11 years

6 - 11 Lacs

noida uttar pradesh india

Posted:2 weeks ago| Platform: Foundit logo

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Skills Required

itil/itsm major incident coordination

Work Mode

On-site

Job Type

Full Time

Job Description

Incident Management

Manage the incident management lifecycle, from identification to resolution, ensuring adherence to SLAs and minimizing business impact.
Manage major incidents (P1/P2) with urgency, coordinating cross-functional teams to restore services as quickly as possible.
Act as the central point of communication for all stakeholders during incidents, providing regular updates on status, impact, and resolution timelines.
Ensure accurate documentation of incidents, including root cause analysis (RCA) follow up and post-incident reports.

24/7 Coverage

Together with the Operations Command Center team, provide 24/7 support for incident response, including on-call responsibilities as part of a rotational schedule.
Proactively monitor high-priority services and potential risks, taking preventative action where necessary.
Develop and maintain escalation procedures to ensure critical incidents receive appropriate attention.

Process Optimization Improvement

Continuously analyze the incident management process to identify opportunities for efficiency, speed, and accuracy improvements.
Collaborate with problem management teams to address recurring incidents and implement permanent solutions.
Deploy process enhancements to improve metrics like First Time Resolution and MTTR, KPIs, and dashboards to measure incident management performance.

Collaboration Leadership

Foster strong relationships with internal teams (Global Technical ServiceDesk, Level 2 operations, Project teams, etc.) and external vendors to ensure streamlined communication during incidents.
Drive incident-related meetings, including war rooms, service reviews, and RCA sessions.
Train and mentor Operations Command Center team members and stakeholders on incident management best practices.

Qualifications

Required:

Proven experience (5+ years) in incident management within a large-scale, high-tech enterprise environment.
Strong understanding of ITIL/ITSM frameworks and processes.
Experience managing major incidents (P1/P2) and coordinating resolution efforts across multiple teams.
Familiarity with monitoring tools (e.g., Splunk, SolarWinds, Zabbix) and ticketing systems (e.g., ServiceNow, Jira).
Strong leadership, decision-making, and problem-solving skills, with the ability to remain calm under pressure.
Exceptional communication skills for liaising with both technical and non-technical stakeholders.

Preferred:

ITIL v4 Certification (Foundation or higher).
Experience with cloud environments (AWS, Azure) and DevOps methodologies.
Understanding of automation tools and processes for proactive incident management.

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