Incident Manager

This is a fully remote position, open to applicants in India.

📋 Description

• Manage daily Major Incident Management duties to reduce business impact.

• Take ownership of monitoring, incidents, communication, live bridge, and troubleshooting for high-severity incidents affecting business applications and infrastructure.

• Oversee end-to-end bridge management for P1 and P2 incidents.

• Convey incident background and updates through both verbal and written communication.

• Prepare Post-Incident Reports featuring executive summaries and technical details.

• Organize tasks and ensure that deadlines are adhered to for incident management processes.

• Lead incident resolution and service improvement as the primary escalation point.

• Document and log incidents post-resolution in alignment with SLAs.

• Collaborate with accountable teams during significant releases and changes.

• Monitor environments, technical assets, and services for performance deviations beyond standards or thresholds.

• Identify potential causes, assess impact, determine next steps, and enhance alert parameters.

• Manage personnel, processes, resources, and third parties while resolving conflicts.

• Review processes, update contact lists, conduct test calls, maintain documentation, and provide training to team members.

• Detect process gaps and develop and uphold SOPs and knowledge base articles.

• Lead initiatives for process automation and improvements in operational efficiency.

• Ensure shift-end deliverables and facilitate effective handover communications.

• Offer extended support for Production Control and Transmission tickets as needed.

• Perform additional duties as assigned.

⛳️ Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related field and/or equivalent experience.

• Over 5 years of experience as an IT analyst, with familiarity across multiple application platforms and solutions.

• At least 2 years of experience in supporting service processes such as incident, problem, or change management.

• A minimum of 2 years of demonstrated customer service experience.

• Exceptional communication skills, with the ability to convey information clearly, courteously, and professionally.

• Proven track record in incident management and operational support.

• Strong leadership and communication capabilities.

• Experience in leading and managing activities across multiple simultaneous cross-functional and cross-organizational projects.

• Ability to handle high-pressure situations and coordinate cross-functional teams effectively.

• Proficiency in monitoring tools and incident tracking systems.

• Experience in documentation, knowledge management, and process enhancement.

• Skilled in utilizing ticketing tools and conducting thorough analysis with monitoring tools.

• Willingness to work on call, during weekends, and/or night shifts for extended periods.

• ITIL Foundations certification is preferred.

🏝️ Benefits

• On-call, weekend, and/or night-shift work arrangements for extended durations.

• Commitment to team development and ongoing learning opportunities.

• ITIL Foundations certification is preferred.