Role: Incident Management
Industry Type: Analytics / KPO / Research
Department: IT & Information Security
Employment Type: Full Time, Permanent
Role Category: IT Infrastructure Services
UG: Any Graduate
PG: Any Postgraduate
Job Summary
We are seeking a highly organized and decisive Critical Incident Manager to join our IT operations team. In this critical role, you will be responsible for managing the lifecycle of high-priority incidents, ensuring swift resolution and minimal business impact. You will be the central point of command, coordinating cross-functional teams, communicating with stakeholders, and driving the restoration of critical IT services.
Key Responsibilities
- Lead the management of high-priority (P1/P2) and major incidents impacting IT services. - Act as the primary point of command for incident triage, coordination, and communication. - Coordinate cross-functional teams to troubleshoot and resolve incidents as quickly as possible. - Communicate incident status and updates to senior management and stakeholders. - Manage the Major Incident Management process and ensure adherence to SLAs. - Conduct post-incident reviews and drive root cause analysis to prevent future occurrences. Required Qualifications: - Bachelor's degree in Information Technology, Computer Science, or a related field. - 5+ years of experience in IT operations, with a strong focus on incident management. - Deep understanding of ITIL framework, especially the Major Incident Management process. - Proven experience in managing large-scale, complex IT incidents. - Excellent communication, decision-making, and leadership skills. Preferred Qualifications: - ITIL Intermediate or Expert certification. - Experience with IT Service Management tools (ServiceNow, Remedy). - Experience in a 24/7 operations environment. Key Competencies: - Leadership: Ability to take command of high-pressure situations and lead a team. - Crisis Management: Skilled in making quick, effective decisions during incidents. - Communication: Excellent communication skills for managing stakeholder expectations. - Analytical Skills: Can conduct thorough post-incident analysis and identify preventative measures.