Job Description

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Designation:

Incident Manager

Location:

Gurgaon

Experience:

5+ years of experience

Qualification:

B.E, B. Tech, BCA, Diploma in IT background

Key Roles and Responsibilities:

Monitor and manage major incidents to ensure timely resolution. Act as the primary point of contact during major incidents. Coordinate with technical teams to resolve incidents and implement fixes. Conduct comprehensive investigations to identify the root cause of incidents, leveraging techniques such as the

5 Whys

analysis. Provide real-time updates to internal teams, senior leadership, and clients throughout the major incident lifecycle. Lead major incident response bridges/calls, ensuring structured communication and rapid decision-making Document incident timelines, actions taken, and outcomes; ensure root cause analysis (RCA) and post-incident reports are completed and distributed to stakeholders. Identify the impact to specific customers and engage appropriate resolver teams to address the issue. Review high-priority tickets, monitor SLA compliance, and escalate where needed. Review high aging tickets with group owners and drive resolution to reduce backlog. Escalate Incidents at risk of breaching Service Level Agreement with the respective Coordinator Lead day-to-day operational activities in of the Incident Management Team Prioritize and assign incidents, changes, and problems within the ITSM system queue Analyse incident trends in collaboration with Problem Management to identify recurring issues. Drive backlog reduction by reviewing aging tickets and working closely with resolver groups for timely closure Maintain incident records, generate incident, and trend reports. Prepare weekly and monthly incident reports for stakeholders. Work on key KPIs including reduction of Priority 1 (P1) incidents, improvement of P1 SLA compliance, and overall incident volume reduction.

Required Skills.

Strong communication and stakeholder management Effective multitasking and incident coordination Proficient in ITSM tools (ServiceNow, BMC Remedy) ITIL knowledge (certified preferred) Sharp analytical and problem-solving skills
Job Type: Full-time

Benefits:

Health insurance Provident Fund
Work Location: In person