Incident Manager

Job Description

Team Member – Incident, Problem, Change & Release Management. Responsibilities: • Participate in shift-based operations to provide 24x7 support. • Own the Incident Management process and enforce adherence to protocols. • Respond to reported problems/incidents, initiate incident process, and coordinate with app teams to identify root cause. • Assess business impact and urgency with relevant teams to define Priority and Severity levels. • Log and track incidents/resolutions for trend analysis. • Lead and coordinate problem triaging via MS Teams or Zoom (chat/bridge calls). • Handle communication for P1/P2 Incidents with IT and Business Leaders. • Coordinate deployment/release activities between onsite and offshore teams. • Maintain strong collaboration with Release Managers, DevOps, and app teams. • Participate in cross-trainings and process documentation. • Create/update SOPs or wiki pages. • Join daily scrums with delivery teams for triage updates. Requirements: • 4 Plus years of experience with ITSM processes. • Strong knowledge of Incident and Problem Management. • Understanding of Change and Release Management processes. • Willingness to work in rotational shifts. • Excellent communication, documentation, and coordination skills. • Self-motivated and team-oriented. Preferred Skills: • Experience with ServiceNow, Azure DevOps, and MS Office tools. • Familiarity with ITIL frameworks. • Exposure to global clients, especially Banking/Auditing domains. • Tools: MS Visio, Zoom, Skype. Certifications (Preferred): • ITIL V3/V4 Foundation • Intermediate ITIL certifications (Change/Release Management) ________________________________________ Show more Show less