Incident Controller I

Stefanini North America and APAC; Dadri; On-site; INR 800,000 - 1,200,000; Full time

Job summary

Stefanini North America and APAC is seeking an incident management professional to oversee the incident management lifecycle, ensuring efficient resolution with minimal business impact. Ideal candidates will possess a Bachelor’s degree and at least 3 years of experience in incident management or IT service management.

The role involves coordinating communications during high-impact incidents, leading post-incident reviews, and maintaining accurate records while driving process improvements. Strong ITIL knowledge and communication skills are essential.

Qualifications

• Bachelor's degree is required.
• 3+ years of experience in incident management or IT service management.
• Strong understanding of ITIL principles and frameworks.

Responsibilities

• Oversee incident management lifecycle from identification to closure.
• Act as the central communication point for incident-related updates.
• Handle coordination during major incidents among stakeholders.
• Lead post-incident reviews to identify root causes.
• Maintain accurate incident records and performance reports.

Skills

Communication skills

Problem-solving skills

Interpersonal skills

Understanding of ITIL principles

Experience with incident management tools

Education

Bachelor's degree

Tools

ServiceNow

JIRA

Remedy

Job description

Role Overview

Manage incident management processes to ensure efficient resolution and minimal business impact.

Key Responsibilities

• Oversee incident management lifecycle (identification to closure).
• Act as the central communication point for incident-related updates.
• Handle major incident bridges, coordinating communication among stakeholders during critical incidents.
• Assess and prioritize incidents based on impact and urgency.
• Lead post-incident reviews to identify root causes and improvements.
• Maintain accurate incident records and provide performance reports.
• Identify and implement process improvements for incident management.
• Build relationships with stakeholders and communicate status updates.
• Manage high-impact incidents and develop response plans.
• Ensure compliance with regulatory and organizational policies.

Qualifications

• Bachelor's degree.
• 3+ Years of experience in incident management or IT service management.
• Strong understanding of ITIL principles.
• Excellent communication and problem-solving skills.
• Strong interpersonal skills for collaboration across teams.
• Familiarity with incident management tools (e.g., ServiceNow, JIRA, Remedy).
• Relevant certifications (ITIL) preferred.