- Act as primary point of contact and coordinator for high priority production incidents ensuring timely resolution and clear communication
- Lead incident triage calls drive root cause identification and coordinate with application infrastructure and support teams to restore services within agreed SLAs
- Apply ITSM and ITIL best practices to manage the full incident lifecycle including logging classification prioritization escalation and closure
- Maintain accurate and detailed incident records in ServiceNow or similar ITSM tools ensuring proper documentation of impact actions taken and resolution steps
- Communicate incident status risks and recovery plans to stakeholders and management through timely updates and post incident summaries
- Facilitate post incident reviews identify root causes and drive corrective and preventive actions to reduce recurrence of issues
- Monitor incident trends and key operational metrics providing insights and recommendations for service improvement and stability
- Collaborate with change problem and service management teams to align incident processes with broader ITSM practices
- Support continuous improvement of incident management workflows runbooks and escalation matrices based on lessons learned
- Partner with support and engineering teams to enhance monitoring alerting and readiness for critical production systems
- Minimum Qualifications
- Bachelor s degree in Engineering Computer Science Information Technology or related field B
- Tech or equivalent
- 3 5 years of hands on experience in production support and incident management within an IT or technology environment
- Strong practical experience with ITSM frameworks and processes including incident problem and change management
- Solid understanding of ITIL principles and their application in day to day operations and service management
- Proven experience acting as an Incident Manager leading incident bridges and coordinating multiple technical teams
- Experience working with ServiceNow or similar ITSM tools for incident tracking workflow management and reporting
- Excellent communication coordination and stakeholder management skills especially during high pressure situations
Foundational->IT User Management->Incident and Request Management,Foundational->Service Management->ITIL,Technology->Infra_ToolAdministration-ITSM->BMC Remedy ITSM->ITSM
