Incident Manager

Job Description: Incident management role The IT Infrastructure Incident Manager is responsible for managing the lifecycle of all unplanned interruptions or reductions in IT services. This role ensures that incidents are resolved quickly and efficiently to minimize business impact and maintain service quality. The role requires strong coordination, communication, and analytical skills to lead cross-functional teams during high-pressure situations.

Key Responsibilities

• Incident Response Coordination: Understand the impact and effectively communicate the same to leadership team. Lead the response to critical IT infrastructure incidents, ensuring timely resolution. Coordinate with technical teams (network, server, cloud, security) to diagnose and resolve issues. Escalate incidents appropriately and ensure proper communication with stakeholders.
• Incident Lifecycle Management: Oversee the end-to-end incident management process from detection to closure. Ensure incidents are logged, categorized, prioritized, and resolved within SLA timelines. Maintain accurate and detailed incident records for audit and analysis.
• Communication Reporting: Serve as the primary point of contact for incident-related communication. Provide regular updates to business stakeholders and leadership during major incidents. Prepare post-incident reports and root cause analyses (RCAs).
• Process Improvement: Conduct post-incident reviews and identify opportunities for process enhancements. Collaborate with Problem Management to identify recurring issues and implement preventive measures. Contribute to the development and maintenance of incident management policies and procedures. Handling Regulatory, Internal audit etc
• Monitoring Proactive Management: Monitor IT infrastructure for potential issues and proactively address them. Use monitoring tools and dashboards to detect anomalies and trigger early interventions.

Required Skills Qualifications

• Bachelor s degree in information technology, Computer Science, or related field.
• 5+ years of experience in IT infrastructure or service management roles.
• Basic knowledge of infra components Servers, platform, Storage, DB, Middleware Security Networks
• Strong knowledge of ITIL framework (ITIL v4 certification preferred).
• Experience with incident management tools (e.g., ServiceNow, BMC Remedy).
• Monitoring tools knowledge (Prometheus, VROPS, SDWAN etc) will be added advantage
• Excellent communication, leadership, and stakeholder management skills.
• Ability to work under pressure and manage multiple priorities.

Preferred Certifications:

• ITIL Foundation or Intermediate
• PMP or PRINCE2 (optional)
• Microsoft, Cisco, CCNA certifications (depending on infrastructure stack)

Job Location: Mumbai (Airoli)

Experience: 5 to 10 years

Skill: Incident Manager

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