Incident Manager

Customer Support Services; Bengaluru; On-site; INR 900,000 - 1,300,000; Full time

Benefits offered by this job

Opportunity to work with global clients

Collaborative work environment

Career growth opportunities

Competitive salary packages

Job summary

A prominent offshore IT outsourcing company is looking for an Incident Manager in Bangalore to oversee the management of incident tickets and ensure timely resolutions. The role involves prioritizing critical issues, coordinating communication among teams, and contributing to process improvements. Candidates should have strong coordination skills, relevant experience, and a background in IT or Computer Science. This position offers growth opportunities in a collaborative environment.

Qualifications

• 2–5 years of experience in incident management preferred.
• Experience in using IT ticketing systems is a plus.
• Excellent organizational and follow-up abilities.
• Familiarity with IT ticketing systems and incident management processes is a plus.

Responsibilities

• Manage and coordinate incident tickets to ensure timely resolution.
• Monitor incident tickets and assign them to the correct team owners.
• Prioritize high severity tickets and ensure urgent resolution.
• Coordinate communication between teams for smooth resolution.
• Track incident progress and escalate if resolution timelines are missed.
• Maintain incident logs and documentation for reporting and analysis.
• Contribute to the continuous improvement of incident management processes.

Skills

Communication skills

Coordination skills

Organizational skills

Ability to handle multiple incidents

Familiarity with IT ticketing systems

Education

Any Graduate – IT/Computer Science preferred

Tools

ITSM tools

Job description

OURS GLOBAL is a trusted offshore IT & ITeS outsourcing company delivering services across software development, cloud, SaaS, BI, and IT support. With global delivery expertise and a focus on scalability, cost-effectiveness, and transparency, we empower businesses worldwide to achieve operational excellence.

We are currently hiring an Incident Manager for our Bangalore office. If you have strong coordination skills, experience in incident management, and a passion for ensuring timely issue resolution, this is your opportunity to grow your career in a dynamic, global environment.

Job Title: Incident Manager

Salary: As per Industry Standards

Education: Any Graduate – IT/Computer Science background preferred

Experience:2–5 Years (preferred)

Job Summary:

The Incident Manager is responsible for managing and coordinating incident tickets to ensure timely resolution. The role involves forwarding tickets to the correct team owners, prioritizing critical issues, and ensuring consistent communication until incidents are resolved.

Key Responsibilities:

• Monitor incoming incident tickets and assign them to the correct team owners.
• Prioritize P1 (high severity) tickets and drive teams to resolve them urgently.
• Ensure teams update tickets regularly with progress details.
• Coordinate communication between cross-functional teams for smooth resolution.
• Track incident progress and escalate when resolution timelines are missed.
• Maintain incident logs and documentation for reporting and analysis.
• Contribute to the continuous improvement of incident management processes.

Skills & Qualifications:

• Strong communication and coordination skills.
• Ability to handle multiple incidents simultaneously.
• Excellent organizational and follow-up abilities.
• Familiarity with IT ticketing systems and incident management processes is a plus.

What We Offer:

• Opportunity to work with global clients on mission-critical IT operations.
• A collaborative, growth-driven, and supportive work environment.
• Competitive salary packages aligned with industry standards.
• Career growth and learning opportunities in IT service management.

Candidates fulfilling the above requirements may email their resume to [e-mail], walk-in or you can submit your resume online by clicking the "Apply Now" button below.

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OURS GLOBAL is a prominent and well established offshore IT & ITES outsourcing company that offers advanced software development, digital marketing, accounting, creative services among others in the multiple verticals at cost-effective prices.

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