Major Incident Manager

Hi, PFB JD for your reference Job Title: Incident Manager ( 24/7 shift operations, work form office and/or home as needed) Job Summary: The Incident Manager will assist in the management of IT incidents from identification to resolution, ensuring minimal disruption to business operations. This role involves supporting the incident management process, coordinating with software development, QA, DevOps and other resolver teams, and maintaining effective communication with stakeholders. Key Responsibilities: Assist in Incident Identification and Recording - Help identify and document incidents using incident management tools, capturing as much details as possible so the resolver groups have the necessary information to begin the troubleshooting. Support Incident Classification and Prioritization - Assist in classifying and prioritizing incidents based on their impact and urgency to ensure timely resolution. Collaborate with Incident Response Teams: Work closely with technical teams to resolve incidents efficiently, ensuring that all necessary steps are taken to restore normal service operations. Ability to drive the conversation and troubleshooting process with the senior technical members and the managerial stakeholders in a global IT environment. Engage 3 rd party or other vendor support teams. Maintain Communication Channels: Assist in providing regular updates to stakeholders on incident status and resolution timelines. This is a key aspect of the role. Support Process Improvement: Contribute to the development and refinement of incident management processes and procedures. Participate in Post-Incident Activities: Assist in conducting post-incident reviews to identify root causes and document corrective actions. Day to day update of reports/dashboard/ITSM tool. Ad-hoc reports as and when requested by the key stakeholders. Requirements: Education : Bachelor s degree in information technology, Computer Science, or a related field. Experience : 3 years of experience in IT service company as Incident manager or Service desk professional or BPO support experience in a support or operations role. Skills : Basic knowledge of IT service management frameworks (e.g., ITIL). Familiarity with incident management tools and software (Jira or Service Now or similar tools) Ability to work effectively in a large IT infrastructure support. Communication Skills - Clear and concise communication is vital for coordinating with teams and stakeholders during incidents. Problem Solving - Ability to analyse problems and devise effective solutions under pressure. Technical Knowledge - Basic understanding of IT infrastructure and systems to support incident resolution. Prioritization: Effective prioritization of tasks to address critical incidents first. Collaboration: Ability to work collaboratively with various teams to resolve incidents efficiently. Documentation: Accurate documentation of incidents for future reference and process improvement. MS Office skills mandatory. Stress Management: Ability to manage stress and remain composed in high-pressure situations. Basic IT Service Management Knowledge: Familiarity with frameworks like ITIL is needed.