Incident Manager

Job Summary:

We are looking for a proactive and detail-oriented Incident Manager (Lead IT Service Management Analyst) to oversee the end-to-end management of critical and major incidents, ensuring minimal business impact and timely resolution. The ideal candidate will be responsible for leading incident bridges, driving resolution efforts across technical teams, and ensuring clear and timely communication to stakeholders throughout the lifecycle of the incident.

Job Description – (Duties/Responsibilities)

• Bridge Management:
• Initiate, lead, and manage incident bridges (voice/video/chat) for major and critical incidents.
• Ensure all relevant stakeholders and technical teams are engaged promptly.
• Maintain control and structure during bridge calls to drive resolution.
• Incident Coordination:
• Coordinate with application, infrastructure, and support teams to identify root cause and drive timely resolution.
• Monitor incident progress and ensure escalation procedures are followed.
• Ensure all incidents are correctly categorized, prioritized, and documented.
• Stakeholder Communication:
• Own end-to-end communications during incidents — including initial alerts, regular updates, and post-resolution summaries.
• Tailor communication based on the audience (technical vs. business).
• Serve as the primary point of contact during major incident escalations.
• Post-Incident Review:
• Conduct and document post-incident reviews (PIRs), involving technical teams for root cause analysis and preventive actions.
• Track and follow up on action items from incident reviews.
• Process Management & Improvement:
• Contributes to continuous improvement of the Incident Management process.
• Ensure adherence to ITIL standards and organizational SLAs.
• Maintain incident documentation and metrics to identify trends and opportunities for automation or training.
• Open to learning other ITIL processes like Knowledge & Reporting, and Problem Management through cross-training.

Criteria/Requirement:

• Bachelor’s degree in computer science, Information Technology, or related field.
• 3+ years of experience in IT Service Management or Operations, with at least 2 years in Incident Management.
• Strong experience managing high-priority incident bridges.
• In-depth knowledge of ITIL processes; ITIL certification preferred.
• Excellent communication, facilitation, and coordination skills.
• Ability to stay calm and focused under pressure and drive resolution in high-stress environments.
• Familiarity with tools like ServiceNow, or similar
• Experience working with global teams across multiple time zones.
• Flexibility to work on-call rotations and adjust to different time zones as needed to support global operations.