Kerala Incident manager Jobs – 81 Open Jobs Today

Team Lead & SLA Manager
Xpandretail —Kadavanthara, Kochi, Kerala
- ₹45,000 - ₹65,000 a month
- Full-time
- Management
- English
- Bachelor's degree
- Work from home
Quick apply
1h
Change Manager
Kyndryl —Kochi, Kerala
- Full-time
Monitoring And Data Management - Infrastructure And Operations
EY —Kochi, Kerala
- Master's degree
- Project management
- Bachelor's degree
2d
Lead Mobile Release Engineer
Elixr Labs —Technopark, Thiruvananthapuram, Kerala
- Full-time
- Azure
- DevOps
- AWS
Quality Assurance Manager
ASCENT ENT HOSPITAL& MEDICAL CENTRE —Perintalmanna, Kerala
- ₹20,000 - ₹50,000 a month
- Full-time
- Master's degree
- Analysis skills
- Team management
Quick apply
EY - Cyber Security - Data Protection and Privacy Platforms Engineering - Manager
EY —Kochi, Kerala
- Computer networking
- AI
5d
MICROSOFT SHAREPOINT + POWER PLATFORM ADMIN
GadgEon —Kochi, Kerala
- Azure
- Analysis skills
- SharePoint
Production Supervisor – Heavy Steel Fabrication
Aruna Promoters Private Limited —Cheranallur, Kochi, Kerala
- ₹30,000 - ₹35,000 a month
- Full-time
- Microsoft Excel
- AWS
- Computer skills
Quick apply
Senior System Specialist (L3)
Cyncly —Kochi, Kerala
- Full-time
- Azure
- Computer Science
- Windows
DevOps Engineer
Nxl Technologies Pvt Ltd —Kochi, Kerala
- ₹15,800.47 - ₹35,000.00 a month
- Full-time
- AWS
- Scripting
- APIs
Quick apply
L1 SOC Analyst
UST Global —Thiruvananthapuram, Kerala
- Rotational shift
- Databases
- Analysis skills
- Bachelor's degree
8d
Senior Manager, Engineering
ThoughtSpot —Thiruvananthapuram, Kerala
- Full-time
- Hybrid work
- Research
- Master's degree
- JavaScript
Technology Consulting - AI and Data - SAS Viya - Technical Manager
EY —Kochi, Kerala
- Computer Science
- Bachelor's degree
- Mentoring
Team Lead
Driver Logistics LLP —Muvattupuzha, Kerala
- Microsoft Office
- Bachelor's degree
- Communication skills
Quick apply
Privacy Account Manager
Leegality —Cannanore, Kerala
- Full-time
- Hybrid work
- English
- AI
- Flexible schedule
Management Trainee - Operations
Driver Logistics LLP —Pathanamthitta, Kerala
- Microsoft Office
- Bachelor's degree
- Communication skills
Quick apply
TechOps-DE-AMS-Could Native-Senior Manager
EY —Kochi, Kerala
- Hybrid work
- Azure
- Computer Science
- DevOps
- Health insurance
Shift Manager (full-time)
RAK TASTY HUB LLP —Calicut, Kerala
- ₹20,000 - ₹24,500 a month
- Full-time
- Hospitality
- Microsoft Excel
- Food service
- Commuter assistance
- Paid time off
Quick apply
Senior Manager Devops
Crayon Data —Cannanore, Kerala
- Full-time
- Azure
- DevOps
- AWS
GMS-Senior-PKI
EY —Thiruvananthapuram, Kerala
- Rotational shift
- Microsoft Access
- Azure
- Software troubleshooting

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Team Lead & SLA Manager

Xpandretail
Kadavanthara, Kochi, Kerala

Quick apply

Job details

Permanent | Full-time
₹45,000 - ₹65,000 a month
1 hour ago

Benefits

Work from home

Qualifications

Jira
ITIL Certification
Management
Internet of things
LAN
English
Technical support
Bachelor's degree
ITIL
Computer networking
ServiceNow
Leadership
Communication skills
VPN

Full job description

Role Overview

Xpandretail is seeking a highly skilled Team Lead & SLA Manager to lead service delivery, ensure SLA compliance, and manage client-facing support operations. This role is critical to maintaining high-quality service standards for enterprise retail customers using Xpandretail’s analytics and device-driven solutions.

The ideal candidate will have strong experience in IT operations, networking fundamentals, SLA management, ticketing systems, and client communication, with the ability to lead support teams and engage confidently with senior client stakeholders.

Key Responsibilities

Service Delivery & SLA Management

Own and manage end-to-end SLA compliance across all customer support and service operations.

Define, monitor, and report on SLA/KPI metrics such as response time, resolution time, uptime, incident trends, and service quality.

Ensure proactive identification of SLA risks and drive corrective and preventive actions.

Prepare and present SLA reports, service reviews, and RCA documents to internal leadership and clients.

Team Leadership & Operations

Lead, mentor, and manage the support and operations team, ensuring high performance and accountability.

Allocate workloads, manage shifts, and ensure adequate coverage for business-critical support hours.

Conduct regular performance reviews, coaching sessions, and skill development plans.

Enforce standard operating procedures (SOPs), escalation matrices, and incident management workflows.

Client Management & Communication

Act as the primary escalation and communication point for key enterprise clients.

Handle client meetings, service reviews, and incident discussions with clear, confident, and professional English communication.

Translate technical issues into business-friendly explanations for client stakeholders.

Build long-term client trust through transparent communication and consistent service quality.

Technical Oversight (IT, Network & Industry Knowledge)

Possess strong working knowledge of:

IT infrastructure, cloud-based platforms, and application support

Networking concepts (LAN/WAN, firewalls, VPNs, routing basics)

Device-based / IoT / retail analytics environments (cameras, sensors, edge devices)

Support root cause analysis across application, device, network, and cloud layers.

Collaborate with engineering, product, and vendor teams for issue resolution and platform improvements.

Ticketing Systems & Process Management

Own and optimize ticketing systems (e.g., Jira, Zoho desk, ServiceNow, Zendesk, or similar).

Ensure accurate ticket categorization, prioritization, documentation, and closure.

Drive adherence to ITIL-aligned processes including incident, problem, and change management.

Maintain audit-ready documentation for SLAs, incidents, and customer commitments.

Key Performance Indicators

SLA adherence ≥ 98%

Mean Time to Resolution (MTTR) within agreed targets

Reduction in repeat incidents

Customer satisfaction (CSAT) ≥ 4.5/5

On-time service review reports

Zero major SLA breaches per quarter

Required Skills & Experience

Mandatory

4–5 years of experience in IT operations, technical support, or service delivery roles

Minimum 2–3 years in a Team Lead, Service Manager, or SLA-focused role

Strong experience managing SLAs, KPIs, and customer-facing service metrics

Hands-on experience with ticketing systems and support workflows

Excellent understanding of IT systems, networking fundamentals, and cloud environments

Exceptional English communication skills (verbal and written) for client interactions and documentation

Preferred / Advantage

Experience in retail technology, analytics platforms, IoT, or device-based solutions

ITIL Foundation or Service Management certifications

Experience managing global or enterprise customers

Job Types: Full-time, Permanent

Pay: ₹45,000.00 - ₹65,000.00 per month

Benefits:

Work from home

Ability to commute/relocate:

Kadavanthara, Kochi, Kerala: Reliably commute or planning to relocate before starting work (Required)

Education:

Bachelor's (Required)

Experience:

SLA Management: 4 years (Required)

Language:

English (Required)

Work Location: In person

Quick apply

Refine Your Search

incident manager jobs in kerala

Team Lead & SLA Manager

Change Manager

Monitoring And Data Management - Infrastructure And Operations

Lead Mobile Release Engineer

Quality Assurance Manager

EY - Cyber Security - Data Protection and Privacy Platforms Engineering - Manager

MICROSOFT SHAREPOINT + POWER PLATFORM ADMIN

Production Supervisor – Heavy Steel Fabrication

Senior System Specialist (L3)

DevOps Engineer

L1 SOC Analyst

Senior Manager, Engineering

Technology Consulting - AI and Data - SAS Viya - Technical Manager

Team Lead

Privacy Account Manager

Management Trainee - Operations

TechOps-DE-AMS-Could Native-Senior Manager

Shift Manager (full-time)

Senior Manager Devops

GMS-Senior-PKI

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