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IT (Major) Incident Manager

IT (Major) Incident Manager

NXP Semiconductors

5 - 9 years

0 Lacs

noida uttar pradesh

Posted:2 days ago| Platform: Shine logo

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Skills Required

incident management monitoring tools ticketing systems leadership communication skills automation tools itilitsm frameworks problemsolving cloud environments devops methodologies

Work Mode

On-site

Job Type

Full Time

Job Description

As a proactive and experienced Incident Manager, you will be responsible for overseeing and managing the end-to-end incident management process in a dynamic, large-scale high-tech enterprise environment. Together with a team of ITSM experts, you will handle major incidents, ensuring swift resolution, identifying root causes, and driving continuous improvements to minimize service disruptions and optimize response processes. Your key responsibilities will include managing the incident management lifecycle, from identification to resolution, ensuring adherence to SLAs, and minimizing business impact. You will manage major incidents with urgency, coordinating cross-functional teams to restore services quickly. Acting as the central point of communication for all stakeholders during incidents, you will provide regular updates on status, impact, and resolution timelines. Additionally, accurate documentation of incidents, including root cause analysis (RCA) follow up and post-incident reports, will be essential. You will provide 24/7 support for incident response, including on-call responsibilities as part of a rotational schedule. Proactively monitoring high-priority services and potential risks, you will take preventative action where necessary and develop escalation procedures to ensure critical incidents receive appropriate attention. Continuously analyzing the incident management process to identify opportunities for efficiency, speed, and accuracy improvements will be crucial. Collaborating with problem management teams to address recurring incidents and implement permanent solutions, you will deploy process enhancements to improve metrics like First Time Resolution and MTTR. You will also collaborate with internal teams and external vendors to ensure streamlined communication during incidents, drive incident-related meetings, and train and mentor team members and stakeholders on incident management best practices. Required qualifications for this role include proven experience (5+ years) in incident management within a large-scale, high-tech enterprise environment, a strong understanding of ITIL/ITSM frameworks and processes, experience managing major incidents (P1/P2), familiarity with monitoring tools and ticketing systems, strong leadership, decision-making, problem-solving skills, and exceptional communication skills. Preferred qualifications include ITIL v4 Certification, experience with cloud environments and DevOps methodologies, and understanding of automation tools and processes for proactive incident management. Key attributes we are looking for in a candidate include a proactive mindset, analytical thinking, being a team player, and customer-focused. In return, we offer a dynamic, fast-paced work environment, opportunities for professional growth and certifications, a competitive salary and benefits package, and work-life balance with rotational shifts and on-call support schedules. If you are passionate about driving efficient incident resolution and continuous improvement in a 24/7 operational environment, we invite you to apply and become a key part of our team!,

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IT (Major) Incident Manager