Incident Manager I

Key Responsibilities:

• Open and lead bridge calls for critical incidents, aligning and coordinating multiple technical teams for troubleshooting and resolution until closure.
• Plan, coordinate, and oversee all activities related to major incidents, including monitoring progress and reporting status to stakeholders.
• Provide timely updates and communication to customers, management, and stakeholders during major incidents.
• Ensure effective execution of the Incident Management process and adherence to established procedures for all major incidents.
• Act as the first escalation point for incidents escalated from the Service Desk.
• Monitor active incidents to ensure SLA compliance, escalating issues as per the defined escalation matrix to expedite resolution.
• Conduct post-incident reviews to identify root causes and recommend actions to prevent recurrence and reduce incident volume.
• Manage multiple concurrent bridge calls during high-severity situations and ensure structured communication and resolution tracking.
• Ensure timely closure of resolved incidents with end-user confirmation and accurate documentation.
• Guide and mentor the Service Desk team on effective incident handling and process adherence.
• Continuously evaluate and improve incident management processes, tools, and performance metrics.
• Collaborate with technical teams to understand system and process flows for better coordination during major incidents.
• Provide continuous updates, action plans, and resolution details to customers and internal stakeholders during and after bridge calls.

Problem Management Responsibilities:

• Manage the Problem Management process to identify and eliminate recurring issues.
• Ensure proper problem categorization and prioritization based on business impact and criticality.
• Lead Root Cause Analysis (RCA) sessions and drive corrective and preventive actions toward permanent solutions.
• Prepare and present reports on the efficiency and effectiveness of the problem management process.
• Conduct trend analysis to identify recurring patterns and proactively mitigate potential risks.
• Collaborate with service teams to implement process improvements and enhance service reliability.
• Evaluate the performance of proactive problem management activities and identify opportunities for improvement.

Education, Experience and Skills:

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• 4–7 years of experience in Incident and Problem Management within an ITIL-based environment.
• Proven experience in managing bridge calls and coordinating technical teams during major incidents.
• Strong understanding of IT infrastructure, applications, and operations processes.
• Proficiency in ITSM tools (ServiceNow, BMC Remedy, or equivalent).
• Excellent analytical and problem-solving skills with a structured approach to incident handling.
• Exceptional verbal and written communication skills with the ability to manage communication across multiple stakeholders.
• Strong organizational skills with the ability to handle multiple critical incidents simultaneously.
• ITIL Foundation or Intermediate certification preferred.