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IntouchCX
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IT Infrastructure - Critical Incident and Problem Manager

IT Infrastructure - Critical Incident and Problem Manager

IntouchCX

5 - 8 years

9 - 15 Lacs

Hyderabad

Posted:1 month ago| Platform:

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Skills Required

ServiceNow / ITSM Tools Incident Management IT Infrastructure Windows / Linux Administration IT Operations Management IT Infrastructure Management IT Operations

Work Mode

Hybrid

Job Type

Full Time

Job Description

About the Role: We are looking for a Critical Incident and Problem Manager to join our IT Infrastructure team. You'll be responsible for managing major incidents, coordinating across teams, and leading root cause analysis to ensure system stability and continuous improvement. Key Responsibilities: Drive resolution of major IT incidents quickly and effectively. Coordinate across technical teams for incident resolution. Provide regular updates to key stakeholders. Ensure accurate incident documentation. Conduct post-incident reviews and share lessons learned. Track and report on incident and problem KPIs. Lead root cause analysis meetings and follow up on actions. Manage and close problem tickets in coordination with support teams. Maintain known error records and ensure preventive actions are in place. Requirements: Bachelors degree in Computer Science, Business, or related field (or equivalent experience). 5-7 years of experience in IT incident and problem management. Strong technical knowledge of infrastructure (Storage, Network, Windows, Linux, etc.). Experience in global enterprise environments. ITIL certification is a must. Excellent communication and coordination skills. Strong problem-solving and analytical skills. Understanding of BPO operations is a plus.

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IT Infrastructure - Critical Incident and Problem Manager