Incident Manager

Solugenix; Hyderabad; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Solugenix in Hyderabad is seeking an experienced Incident Manager to monitor applications, handle alerts, and manage ServiceNow tickets and chat pings, ensuring timely resolution. The role involves L1 support and escalating to higher teams as needed.

You will coordinate with cross-functional teams, maintain clear communication throughout the incident lifecycle, conduct post-incident reviews, and align with ITIL frameworks while operating in a 24/7 shift pattern.

Qualifications

• 4 to 7 years of experience in a support analyst role.
• Strong understanding of IT infrastructure, systems, and applications.
• Excellent problem-solving skills and the ability to make sound decisions under pressure.
• Exceptional communication and interpersonal skills to interact with stakeholders at various levels.
• Bachelor's degree in information technology, Computer Science, or a related field.
• Experience in ServiceNow, JIRA, ITSI
• Certifications such as ITIL, CISSP, or CIM are a plus.
• Analytical mindset with the capability to drive trend analysis and implement process improvements.
• Willing to work in 24/7 rotational shifts.

Responsibilities

• Monitor and prioritize incoming P1 and P2 incidents.
• Assess impact and severity of incidents; decide on escalation.
• Collaborate with cross-functional teams to resolve incidents.
• Maintain clear communication throughout the incident lifecycle.
• Facilitate post-incident reviews to identify root causes and corrective actions.
• Generate comprehensive incident reports highlighting findings and recommendations.
• Ensure alignment with ITIL or other industry frameworks.
• Refine incident response processes and best practices.
• Work in 24/7 rotational shifts.

Skills

4-7 years exp

IT infrastructure

Problem solving

Communication skills

Analytics

Shift flexibility

Education

Bachelor's degree in Computer Science or IT

ITIL

CISSP

CIM

Tools

ServiceNow

JIRA

ITSI

Job description

Solugenix is a leader in IT services, delivering cutting-edge technology solutions, exceptional talent, and managed services to global enterprises. With extensive expertise in highly regulated and complex industries, we are a trusted partner for integrating advanced technologies with streamlined processes. Our solutions drive growth, foster innovation, and ensure compliance, providing clients with reliability and a strong competitive edge.

Recognized as a 2024 Top Workplace, Solugenix is proud of its inclusive culture and unwavering commitment to excellence. Our recent expansion, with new offices in the Dominican Republic, Jakarta, and the Philippines, underscores our growing global presence and ability to offer world-class technology solutions. Partnering with Solugenix means more than just business; it means having a dedicated ally focused on your success in today's fast-evolving digital world.

Job Title: Incident Manager

Job Location: Hyderabad

Experience: 4-7Years

Job Type: Full-time

Shift Timings: Rotational Shifts (24/7)

Work Mode: 5 Days Work from Office (SODC Environment)

Job Summary:

The experienced incident managerwill be responsible for monitoring different applications related to alerts, service now tickets, Chat pings and ensure they are addressed in timely manner. The support team handles the L1 activities and escalates the issues to next-level teams as and when needed.

Role and Responsibilities:

• Monitor and ensure incoming P1 and P2 incidents are assigned, accurately categorized, and prioritized.
• Assess the impact and severity of incidents, making real-time decisions to expand as necessary based on predefined procedures.
• Collaborate with cross-functional teams, including technical and non-technical stakeholders, to ensure effective incident resolution.
• Maintain clear and constant communication throughout the incident lifecycle, providing updates and status reports to stakeholders, leadership, and users.
• Facilitate post-incident reviews to identify root causes and contributing factors of incidents, ensuring that corrective and preventive actions are implemented.
• Generate comprehensive incident reports, highlighting key findings, outcomes, and recommendations for improvement.
• Ensure alignment with ITIL or other industry-standard frameworks to optimize incident management procedures.
• Collaborate with the Incident Management team to develop and refine incident response processes, workflows, and best practices.
• Ensure alignment with ITIL or other industry-standard frameworks to optimize incident management procedures.
• Flexibility to work in 24/7 rotational shifts, i.e. early morning, afternoon, night, and weekend shifts

Key Skills:

• 4 to 7 years of experience in a support analyst role
• Strong understanding of IT infrastructure, systems, and applications.
• Excellent problem-solving skills and the ability to make sound decisions under pressure.
• Exceptional communication and interpersonal skills to interact with stakeholders at various levels.
• Bachelors degree in information technology, Computer Science, or a related field.
• Experience in ServiceNow, JIRA, ITSI
• Certifications such as ITIL, Certified Information Systems Security Professional (CISSP), or Certified Incident Manager (CIM) are a plus.
• Analytical mindset with the capability to drive trend analysis and implement process improvements.
• Willing to work in 24/7 rotational shifts.

Education & Certifications:

Bachelors degree Computer Science, or related field