Incident Manager

Job Title: Incident Manager

Experience: 3 - 5 years

Location: Chennai, India Remote / Hybrid

Shift Timings: 9.30 AM to 5.30 PM IST

Job Nature: Full time

Company profile:

NULogic is a leading global technology company specializing in providing innovative IT solutions and services to businesses across various industries. With a strong focus on delivering exceptional customer value, NULogic leverages cutting-edge technologies and a talented team to drive digital transformation and enable business growth.

Job Summary:

We are looking for an Incident Manager to Manage IT incidents during the Latin America overnight window. You'll be the incident bridge during LATAM off-hours, coordinating with local resolver teams and international counterparts. - make it proper for an incident manager.

Key Responsibilities:

• Manage incidents during LATAM night window (IST 09:30-17:30, standard daytime for you)
• Follow escalation matrix in ServiceNow, xMatters, Teams
• Coordinate with distributed resolver teams (LATAM, US, India)
• Maintain detailed incident bitcora and quality documentation
• Perform shift handshake with LATAM onshore team at shift start/end via video/chat
• Contribute to KB and runbook updates
• Support programmed activities and DR tests during your window

Required Skills:

• 3-5 years in incident management or IT service operations
• ITIL 4 Foundation (mandatory)
• Hands-on with ServiceNow, xMatters or equivalent ITSM
• Strong written communication (email, tickets, chat)
• Comfortable with distributed follow-the-sun model
• Willingness to work IST daytime aligned to Latin America

Nice To Have:

• ITIL 4 Specialist certification
• Prior LATAM client / bilingual environment exposure
• Retail, e-commerce, or financial services background

Language Requirements:

• English: Advanced (C1) required (international coordination)
• Spanish: Intermediate (B1) preferred. Training support provided during first 3 months of onboarding.