Associate

Virtusa; Bengaluru; On-site; INR 900,000 - 1,800,000; Full time

Job summary

Virtusa is seeking an IT Incident Manager to lead 24/7 critical incidents from Bengaluru. The role focuses on rapid incident resolution, coordinating across teams, and communicating with stakeholders to minimize business impact.

The ideal candidate has 3–5 years of technical leadership experience and a Bachelor's degree in CS/Engineering. A 24/7 shift capability is essential for this position at Bengaluru, India.

Qualifications

• 3–5 years of experience in technical leadership, managing large-scale application support or infrastructure programs.
• Bachelor's degree in Computer Science, Engineering or related field.
• Ability to work in a 24/7 rotational shift model.

Responsibilities

• Lead 24/7 Critical Incident Command, orchestrating task forces for rapid resolution.
• Publish periodic crisis updates to all stakeholders during outages.
• Present Sev0/1 metrics and trend analyses to leadership.
• Coordinate end-to-end troubleshooting across multiple teams and layers.
• Establish and maintain War Rooms for streamlined decision-making.

Skills

Technical leadership

Incident management

Stakeholder communication

Education

Bachelor's degree in CS/Engineering

Tools

ServiceNow

Job description

Key Responsibilities

24/7 Critical Incident Command

• Response Leadership: Take charge of critical production incidents around the clock, orchestrating task forces for rapid resolution to minimize business impact.
• MTTD & MTTR Focus: Swiftly diagnose complex system flows to reduce Mean Time to Detect (MTTD) and Mean Time to Resolve (MTTR).
• Resolution Oversight: Coordinate and facilitate end-to-end troubleshooting across multiple teams and technical layers.

Stakeholder Communication & Reporting

• Crisis Communication: Publish periodic updates to all stakeholders using standardized templates during outages or high-severity events.
• Executive Reporting: Present metrics and statistics for Sev0/1 incidents to leadership, highlighting impact analysis and trends.
• War Room Management: Establish and maintain recognized command posts (virtual or physical) for streamlined decision-making.

ITSM Process & Post-Incident Management

• RCA Governance: Lead thorough Root Cause Analysis (RCA) sessions and ensure the timely closure of all identified action items.
• Knowledge Management: Maintain and update the Known Error Database (KEDB) and ensure incident documentation is preserved for future learning.
• Process Improvement: Continuously refine incident management playbooks, trigger rules, and workflows within ITSM tools like ServiceNow.

Candidate Requirements

Experience & Qualifications

• Professional Background: 3 to 5 years of experience in technical leadership, specifically managing large-scale application support or infrastructure programs.
• Educational Foundation: Bachelor's degree in Computer Science, Engineering, or a related technical field.
• Shift Model: Proven ability to work effectively in a 24/7 rotational model.