Shift Lead , Incident Manager IV - IN

Incident Manager Responsibilities:

• Manage, assign, communicate, and escalate the incident response during a major incident
• Oversee the incident management process and help drive the investigation in resolving the incident by performing the role of an incident commander
• Lead incident bridge calls and coordinate technical teams to drive swift resolution
• Ensure timely incident logging, classification, investigation, escalation, and closure
• Maintain real-time documentation of incident progression and updates to stakeholders
• Communicate with upper management during major production incidents
• Assist and collaborate with the service management team members by prioritizing workloads and re-scheduling non-urgent tasks
• Drive post-incident reviews (CIRs) and RCA activities to identify root causes and preventive actions
  

Shift leadership:

• Lead the shift team and assign responsibilities to on-duty engineers
• Ensure shift handovers are thorough and well-documented
• Provide support and guidance to teams for ticket triage and prioritization
• Monitor shift performance, SLAs, and ticket queues
• Serve as the decision-maker during critical incidents when senior leadership is not available
• Provide regular updates to SLT and impacted stakeholders during major incidents and address their queries
• Send timely notifications and incident summaries as per communication guidelines
• Coordinate with cross-functional teams and vendors
  

Required Skills & Experience:

• 10+ years of experience in IT Operations/Incident Management, preferably in a global support environment
• Strong leadership skills with the ability to manage teams in high-pressure situations
• Excellent communication and stakeholder management skills
• Hands-on experience with ITSM tools (e.g., ServiceNow, PagerDuty, Jira)
• Good understanding of ITIL framework (ITIL Foundation certification preferred)
• Technical awareness of infrastructure (servers, networks, cloud) and enterprise applications
• Experience working in 24x7 environments and on-call availability