Incident Manager

Job Summary:

We are seeking a seasoned Incident Manager to lead and coordinate the resolution of critical IT incidents within a high-availability data center environment. The ideal candidate will have strong experience in incident response, ITIL processes, cross functional coordination, and communication across technical and business teams. This role ensures minimal disruption to business operations and drives continual service improvement.

Key Responsibilities:

• Own and manage the end-to-end incident management lifecycle for infrastructure and service-related issues in the data center.

• Act as the single point of contact (SPOC) during high-priority (P1/P2) incidents, ensuring timely communication, coordination, and escalation.

• Drive incident resolution by engaging appropriate technical teams across network, server (Windows/Linux), storage, virtualization (VMware), and application domains.

• Facilitate bridge calls and war rooms for critical incidents, ensuring effective collaboration and real-time updates.

• Document incident timelines, impact analysis, and resolution steps accurately in the ITSM system (e.g., ServiceNow, BMC Remedy).

• Ensure all incidents are resolved within agreed SLAs and escalate to management when SLA breaches are imminent.

• Conduct post-incident reviews (PIRs) and root cause analysis (RCA), ensuring lessons learned are identified and addressed through problem management.

• Track and report key incident metrics (MTTR, incident trends, recurrence rates) and provide insights for continuous improvement.

• Collaborate with change, problem, and service desk teams to align operational processes and reduce incident volume.

• Maintain a knowledge base of known issues, workarounds, and standard operating procedures.

• Participate in on-call rotation and be available during non-business hours for major incident response as needed.

Required Qualifications:

• Bachelor’s degree in Computer Science, IT, or related discipline (or equivalent experience).

• 3-5 years of experience in IT operations, with at least 2 years in an incident management role within a data center or NOC environment.

• Strong understanding of infrastructure technologies: Windows/Linux servers, VMware, networking, firewalls, storage systems, monitoring tools.

• Proven experience with ITIL framework, especially Incident, Problem, and Change Management processes.

• Excellent communication, coordination, and leadership skills.

• Strong documentation and reporting abilities.

Preferred Qualifications:

• ITIL v3/v4 Foundation or Intermediate certification.

• Experience with major incident management tools (e.g., ServiceNow Major Incident Module, PagerDuty).

• Familiarity with high-availability and disaster recovery procedures.

• Experience working in Tier III or Tier IV data center environments.

• Exposure to cloud and hybrid infrastructure (Azure, AWS) is a plus.