Incident Manager

Roles and Responsibilities :

• Real Time & continuous follow-up with global support teams for Critical incident resolution
• Manage and coordinate activities during overall ticket life cycle of a Major Incident
• Responsible for sending all Incident notifications/communications as per agreed process
• Chair bridge calls for effective coordination, incident resolution, service restoration
• Continuously follow-up with support & IT teams for relevant notification updates per SLA, and drive resolution
• Ensure that the Incident record is fully updated prior handing over to implementation team
• Follow the global Major Incident Management Process
• Ensure Incident Root cause analysis report is created immediately after resolution
• Drive continuous process and operational improvements, including identifying opportunities to leverage AI-driven automation to enhance incident detection, response efficiency, and resolution workflows

Job Requirements :

• 4+ years of real time and relevant ITIL based experience in an MNC
• Must be willing to work in US business hours
• ITIL Foundation certification is must, practitioner / intermediate is preferred.
• Experienced in handling Major incidents involving cross functional teams located at different geographies
• Exceptional communication (oral and written) skills are a must with understanding the Application requirement and infrastructure.
• Should be technically aware to handle situation effectively along with speedier and timely restoration of service and client communication. 
•  Hands-on experience with ITSM tools such as ServiceNow, Jira Service Management for incident logging, tracking and reporting
• Proven ability to manage stakeholder communication at all levels, including senior leadership and executive teams, during high-priority P1/P2 incidents
• Experience in contributing to and maintaining knowledge base articles, runbooks, and standard operating procedures to support faster incident resolution
• Demonstrated ownership of SLA/KPI adherence with ability to generate incident trend reports and present insights to drive continuous improvement 

 Nice to Have: 

•  Familiarity with cloud platforms (AWS, Azure, or GCP) and an understanding of cloud-based infrastructure in the context of incident response
• Prior experience managing Major Incidents within a SaaS or geospatial product environment is a strong plus