Incident Manager

Incedo; Gurugram District; On-site; INR 600,000 - 900,000; Full time

Job summary

Incedo in Gurugram, India, is seeking a capable ITIL-minded infrastructure support professional to join a multi-client environment serving US-based clients.

You will identify and triage incidents, coordinate with vendors, and drive root-cause analysis while maintaining monitoring systems and contributing to DR readiness.

The role requires 6–8 years of experience, a graduate degree, and ITIL 4 certification; strong communication and documentation skills are essential.

Qualifications

• ITIL certification (ITIL 4) mandatory.
• 6–8 years of experience in IT support/infrastructure monitoring.
• Experience with US-based support environment preferred.

Responsibilities

• Identify and interpret issues with impact via emails, user reports, and monitoring alerts.
• Assess and prioritize faults and respond per ITIL processes.
• Handle Priority 1 and Priority 2 issues; initiate and participate in bridge calls with clients.
• Write end-user communications and share per process.
• Coordinate with stakeholders/vendors for RCA and issue resolution.
• Perform infrastructure health checks and flag issues based on impact.
• Participate in Change Advisory Board meetings for infrastructure changes.
• Perform disaster recovery operations and data backups when required.
• Manage and maintain monitoring systems.
• Identify problems and present viable solutions.
• Collaborate with other teams to improve processes.

Skills

Excellent communication

Linux CLI

Documentation

Multi-client handling

Customer service

Education

ITIL 4 Certification

Any Graduate

Tools

ServiceNow

JIRA

Job description

Role & responsibilities

We provide Infrastructure monitoring and other IT support services for US based clients in a multi-client environment. Following are some key responsibilities:

• Identify and interpret issues with impact through various sources (emails, user reports, monitoring tool alerts etc) and follow ITIL support procedures to respond.
• Assess and prioritize faults and respond or elevate accordingly following ITIL aligned processes. Handle issues of all priority based on impact and criticality.
• Handle Priority 1 and Priority 2 issues, Initiate and handle bridge calls with clients as and when required.
• Write end user business communications, and share them as per process.
• Coordinate with stakeholders/vendors for issue resolution and Root Cause Analysis
• Perform infrastructure health checks and flag issues based on impact.
• Participate and contribute to Change Advisory Board meetings for infrastructure changes.
• Performing disaster recovery operations and data backups when required.
• Manage and maintain monitoring Systems.
• Identify problems, and frequently present viable solutions to problems.
• Handle multiple priorities with multiple clients / ability to work in multi-client environment.
• Should be open to suggest and help implement process improvements and development opportunities for self and the team.
• Consistently demonstrates good customer service throughout the area of responsibility.
• Co-operate with other teams. Actively encourage strong working relationships with other teams.

Preferred candidate profile

• Good communicator with experience with US based support environment (US Preferred)
• Excellent communication skills (both written and verbal).
• Good technical documentation skills.
• Basic Linux CLI skills and basic Sys Admin skills.
• Experience on ticketing tool like Service Now & JIRA will be a plus.
• Willing to learn and develop new skills.
• Sound understanding of IT service landscape.
• Good understanding of servers, types and their various environments, basic understanding of enterprise networking.
• Actively seeks out tasks that help develop skills and knowledge
• Actively seeks ways of improving existing systems and processes.
• Work well in a busy team, being quick to learn and able to deal with a wide range of issues.
• Flexible and adaptable approach to problem solving.
• Qualifications: Any Graduate
• Certifications: ITIL certified ITIL 4
• Experience: 6 - 8 years