Incident Manager

Role Overview: We are looking for an

Incident Manager

with

2–3 years of experience

in IT Service Management to join our operations team. The role involves managing and coordinating the resolution of major incidents, ensuring minimal business impact and maintaining service continuity. The ideal candidate will have a solid understanding of ITIL processes, strong communication skills, and the ability to work under pressure.

Key Responsibilities: Manage and coordinate

the resolution of incidents from detection to closure. Act as the

primary point of contact

for incident escalation and communication. Ensure

timely restoration of services

in line with SLAs and governance standards. Document incident details, timelines, and actions taken in ITSM tools. Facilitate

post-incident reviews

and contribute to root cause analysis (RCA). Collaborate with Problem Management and Change Management teams to prevent recurrence. Support continuous improvement of

incident management processes .

Required Skills & Qualifications: 2–3 years of experience in

Incident Management

or IT Service Operations. Good understanding of

ITIL framework

and service management principles. Strong communication and stakeholder management skills. Ability to work effectively under pressure and manage multiple priorities. Experience with

ITSM tools

(e.g., ServiceNow, Remedy).

Preferred Qualifications: ITIL v4 Foundation Certification. Exposure to major incident handling in enterprise environments.

Soft Skills: Analytical and problem-solving mindset. Ability to remain calm and decisive during critical situations. Team-oriented with strong collaboration skills.