Incident Manager

Codincity Digital Technologies; Chennai District; On-site; INR 1,200,000 - 2,000,000; Full time

Job summary

Codincity Digital Technologies in Chennai is seeking an Incident Management Lead to oversee IT service incidents, develop response strategies, and coordinate actions across technical teams. You will mentor junior staff, run workshops on incident best practices, and monitor performance metrics to ensure timely resolution within SLAs.

Qualifications include a Bachelor's degree in CS/IT, 7+ years total with 5+ in IT service management; ITIL certification is mandatory and experience in financial

Qualifications

• Bachelor's degree in CS/IT, or related field.
• 7+ years total with 5+ years in IT service management focusing on incident management.
• Strong knowledge of ITIL framework and cloud providers like Azure or GCP.
• Mortgage/financial services experience is highly preferred.

Responsibilities

• Manage and prioritize complex IT service incidents.
• Develop and implement incident response strategies.
• Coordinate communication between technical teams and stakeholders.
• Ensure incidents are logged, tracked, and resolved within agreed SLAs.
• Communicate incident status to management and clients.
• Escalate critical incidents to appropriate levels.
• Maintain clear and transparent communication channels.
• Conduct thorough investigations of significant incidents.
• Identify underlying causes of recurring problems.
• Recommend and implement preventive measures.
• Create detailed incident reports and documentation.
• Develop and implement incident management policies and procedures.
• Collaborate with teams to streamline processes and enhance service delivery.
• Track and analyze incident management metrics.
• Generate reports on incident trends, resolution times, and impact.
• Continuously improve incident response processes.
• Implement best practices in incident management.
• Mentor and train junior staff on incident management best practices.
• Conduct workshops to improve incident management skills across teams.

Skills

Incident management

ITIL knowledge

Communication

Analytical skills

Leadership / mentoring

Pressure handling

Education

Bachelor's degree in CS/IT

Tools

ServiceNow

Azure DevOps

Job description

• Manage and prioritize complex IT service incidents
• Develop and implement incident response strategies
• Coordinate communication between technical teams and stakeholders
• Ensure incidents are logged, tracked, and resolved within agreed SLAs

Stakeholder Communication:

• Communicate incident status to management and clients
• Escalate critical incidents to appropriate levels
• Maintain clear and transparent communication channels
• Conduct thorough investigations of significant incidents
• Identify underlying causes of recurring problems
• Recommend and implement preventive measures
• Create detailed incident reports and documentation

Process Improvement:

• Develop and implement incident management policies and procedures.
• Collaborate with teams to streamline processes and enhance service delivery.

Performance Monitoring:

• Track and analyze incident management metrics
• Generate reports on incident trends, resolution times, and impact
• Continuously improve incident response processes
• Implement best practices in incident management

Training and Development:

• Mentor and train junior staff on incident management best practices.
• Conduct workshops to improve incident management skills across teams.

Qualifications:

Bachelors degree in computer science, Information Technology, or a related field.
Total experience 7+, however 5+ years of experience in IT service management, with a focus on incident management is required.
Strong knowledge of ITIL framework / any cloud providers like Azure or GCP and best practices.
Experience in the mortgage or financial services industry is highly preferred.
Proven ability to manage multiple priorities and work under pressure.

Skills:

Excellent problem-solving and analytical skills.
Strong communication and interpersonal skills.
Proficient in incident management tools (e.g., ServiceNow, Azure DevOps).
Familiarity with IT infrastructure and application support.
ITIL Foundation certification is mandatory.
Additional ITIL certifications (e.g., ITIL Intermediate) are a plus.