ITSM Manager – Incident, Problem, and Major Incident Management

5 - 7 Years
1 Opening
Trivandrum

Job Title: ITSM Manager (Incident, Problem, Availability & Major Incident Management)
Support Coverage: 24x7 (On-call rotation for Major Incident & Problem Management support)

1. Role Purpose

The ITSM Manager (Incident, Problem, Availability & Major Incident Management) is responsible for overseeing the complete lifecycle of incidents, major incidents, problems, and availability management. This role ensures swift service restoration, operational stability, and continuous service improvement.

2. Key Responsibilities

Incident Management

• Manage the end-to-end Incident Management process, ensuring efficient triage, prioritization, and resolution.

• Monitor incident queues to ensure timely assignment and SLA/OLA adherence.

• Collaborate with resolver teams and vendors for quick service restoration.

• Conduct incident trend analysis to identify improvement opportunities.

• Ensure accurate categorization, documentation, and closure of incidents in the ITSM tool.

• Deliver regular reports on incident trends, SLA compliance, and performance metrics.

Major Incident Management (MIM)

• Lead and manage all P1/P2 major incidents to minimize business impact.

• Serve as the single point of accountability during critical outages.

• Facilitate bridge calls with cross-functional teams and vendors.

• Communicate real-time incident progress and impact to stakeholders and leadership.

• Drive Post-Incident Reviews (PIRs), ensuring RCA completion and implementation of preventive actions.

Problem Management

• Own and manage the Problem Management process from identification to closure.

• Identify recurring issues through trend analysis and initiate root cause investigations.

• Conduct RCAs and maintain the Known Error Database (KEDB).

• Partner with technical teams to implement permanent fixes and preventive solutions.

• Review and ensure documentation accuracy and process adherence.

• Participate in governance reviews to drive process maturity and efficiency.

Availability Management

• Monitor and report on service and infrastructure availability.

• Define, measure, and maintain SLAs, OLAs, and uptime targets.

• Identify chronic issues impacting reliability and coordinate with relevant teams for resolution.

• Support proactive monitoring, redundancy validation, and disaster recovery testing.

Governance & Reporting

• Maintain dashboards and performance metrics for Incident, Problem, and Availability Management.

• Present regular KPI and performance reports to leadership and business stakeholders.

• Collaborate with Change and Release Management to minimize incident recurrence.

• Contribute to ITSM process improvement and audit readiness initiatives.

Stakeholder Communication

• Act as the primary point of contact for stakeholders during major incidents and problem reviews.

• Provide timely and transparent communication to leadership, clients, and end users.

• Deliver post-incident summaries, RCA reports, and timelines after resolution.

3. Required Skills & Experience

Technical & Process Skills

• Proven experience managing Incident, Major Incident, Problem, and Availability processes in a 24x7 enterprise environment.

• Strong understanding of ITIL processes (Incident, Problem, Change, Availability, Capacity).

• Hands-on experience with ITSM tools such as ManageEngine, ServiceNow, or similar platforms.

• Ability to lead MIM bridges and coordinate multiple teams under high-pressure situations.

• Expertise in RCA methodologies (5 Whys, Fishbone, Kepner-Tregoe, etc.).

• Experience with trend analysis, KEDB management, and preventive improvement initiatives.

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

Soft Skills

• Excellent communication and stakeholder management capabilities.

• Strong analytical, problem-solving, and decision-making skills under pressure.

• Proven leadership skills to manage global, cross-functional teams.

• Highly organized with a focus on documentation, governance, and process discipline.

4. Qualifications

• Bachelor’s degree in Information Technology or a related field.

• 5- 7years of relevant experience in ITSM and IT operations management.

Servicenow,Incident Management,Manage Engine,Jira service Management