Gautam Buddha Nagar, Uttar Pradesh
Job Summary
Role Summary The Incident Manager is responsible for overseeing the end-to-end Incident Management process, ensuring timely restoration of services, minimizing business impact, coordinating cross-functional support teams, and maintaining governance discipline across incident handling activities. The role acts as a key coordination point for incident escalations, stakeholder updates, SLA performance reviews, and continual service improvement. Key Roles and Responsibilities Incident Lifecycle Management • Manage and monitor incidents from identification through resolution and closure. • Ensure incidents are logged, categorized, prioritized, assigned, and resolved as per defined process guidelines. • Track incident queues and drive timely updates from resolver groups. • Ensure adherence to Incident Management policies, workflow requirements, and governance standards. Service Restoration and Escalation Coordination • Coordinate with technical teams, resolver groups, vendors, and stakeholders to restore services efficiently. • Drive timely escalation where incidents are at risk of SLA breach or require additional support. • Ensure ownership clarity and follow-up on open, aged, breached, or business-impacting incidents. • Facilitate resolution-focused discussions and ensure action items are tracked to closure. Stakeholder Communication and Governance • Provide clear and timely communication on incident status, impact, progress, and next steps. • Act as a coordination point for operational updates and stakeholder follow-ups. • Support governance reviews with accurate inputs on incident trends, escalations, and performance. • Maintain transparency through structured reporting and regular follow-up cadence. SLA and Performance Monitoring • Monitor SLA compliance and highlight incidents approaching breach or requiring management attention. • Review incident performance metrics such as SLA achievement, MTTR, breached incidents, reopened incidents, and backlog trends. • Identify gaps in incident handling and recommend corrective actions. • Prepare daily, weekly, and monthly status reports as required by governance cadence. Problem Management and Continuous Improvement • Identify recurring incidents and share inputs for Problem Management review. • Participate in post-incident reviews and support root cause analysis discussions where required. • Track corrective and preventive actions related to incident trends and repeat failures. • Recommend process improvements, automation opportunities, and knowledge enhancements to improve resolution efficiency. Incident Manager - Job Description Page 3 Knowledge Management and Documentation • Ensure key learnings and resolution steps are documented for future reference. • Promote creation, update, and usage of knowledge articles to improve first-time resolution. • Maintain accurate handover notes, trackers, dashboards, and process documentation related to incident operations. Required Skills and Competencies • Strong understanding of ITIL Incident Management practices and ITSM operating models. • Hands-on experience working with ITSM tools such as ServiceNow. • Ability to coordinate multiple resolver groups and drive outcomes under time-sensitive conditions. • Strong written and verbal communication skills for stakeholder updates and governance reporting. • Analytical mindset with experience in tracking SLA, MTTR, incident trends, backlog, and aging incidents. • Good understanding of escalation management, service restoration, operational dashboards, and process compliance. • Ability to work collaboratively with Service Desk,
Key Responsibilities
1. To adhere to quality standards, regulatory requirements and company policies.
2. To provide support for complex incidents, escalated by analysts, perform root cause analysis, and implement solutions to resolve technical & security issues.
3. To work on value adding activities such Knowledge base update & management, training freshers, coaching analyst.
4. To resolve complex tickets within agreed SLAs and collaborate with other support teams to ensure seamless operations & security posture.
5. To ensure positive customer experience and CSAT through First Call Resolution , minimum rejected resolutions / reopen Cases and mitigating security threats.
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