Incident Manager

CtrlS Datacenters; Hyderabad; On-site; INR 1,800,000 - 2,400,000; Full time

Job summary

CtrlS Datacenters is seeking an experienced Incident Manager to lead end-to-end incident management, restore IT services rapidly, and minimize business impact. You will analyze recurring issues and drive improvements to enhance service reliability.

In a 24x7 environment, you will coordinate bridges, manage high-priority incidents (P1/P2/P3), and prepare daily, weekly, and monthly reports while ensuring SLAs/OLAs are met. Strong ITIL/COBIT knowledge and Zabbix experience are required.

Qualifications

• Bachelor’s degree in IT, engineering, or a related field.
• 7+ years in IT service management or similar.
• Strong ITIL and COBIT knowledge.
• Experience with Major Incident Management.
• Hands-on with monitoring tools like Zabbix.
• Knowledge of networks, Windows, Linux, virtualization, and databases.
• Excellent leadership and teamwork.

Responsibilities

• Lead and oversee the incident management lifecycle, coordinating with stakeholders to ensure timely resolution.
• Manage bridge calls and drive communication during high-priority incidents (P1/P2/P3) in a 24x7 environment.
• Develop, maintain, and improve major incident management processes and procedures.
• Prepare and present daily, weekly, and monthly incident reports and metrics.
• Ensure smooth transition and handover of infrastructure operations across shifts.
• Monitor incident resolution involving multiple service providers and adherence to SLAs/OLAs.
• Escalate incidents at risk of SLA breaches to senior leadership promptly.
• Respond swiftly to incidents by identifying root causes and initiating resolution workflows.
• Prioritize incidents based on business impact and urgency.
• Document incident response procedures, including cybersecurity threat handling and system failures.
• Collaborate with cross-functional teams to ensure compliance with incident management protocols.
• Maintain accurate incident records and analyze trends for recurring issues.
• Refine incident management practices to improve efficiency and effectiveness.
• Communicate major system issues and risks to senior management.
• Optimize team performance by balancing workloads.

Skills

ITSM

ITIL

Major Incident Mgmt

Leadership

Analytical thinking

Education

Bachelor's degree in IT/Engineering

Tools

Zabbix

Networks

Windows

Linux

Virtualization

Databases

Job description

Incident Manager / Service Assurance Manager

Role Overview

We are seeking a proactive and results-driven Incident Manager to join our IT team. In this role, you will be responsible for leading the end-to-end incident management process, ensuring rapid restoration of IT services, and minimizing business impact. You will also analyze recurring issues and drive process improvements to enhance overall service reliability.

An ideal candidate is highly adaptable, capable of handling multiple priorities, and demonstrates strong decision-making skills during critical incidents.

Key Responsibilities

• Lead and oversee the incident management lifecycle, coordinating with all stakeholders to ensure timely resolution.
• Manage bridge calls and drive communication during high-priority incidents (P1/P2/P3) in a 24x7 environment.
• Develop, maintain, and continuously improve major incident management processes and procedures.
• Prepare and present daily, weekly, and monthly incident reports and performance metrics.
• Ensure smooth transition and handover of infrastructure operations across shifts.
• Monitor incident resolution involving multiple service providers and ensure adherence to SLAs and OLAs.
• Escalate incidents at risk of SLA breaches to senior leadership in a timely manner.
• Respond swiftly to incidents by identifying root causes and initiating appropriate resolution workflows.
• Prioritize incidents based on business impact and urgency.
• Document incident response procedures, including handling of cybersecurity threats and system failures.
• Collaborate with cross-functional teams to ensure compliance with defined incident management protocols.
• Maintain accurate incident records and analyze trends to identify recurring issues.
• Continuously refine incident management practices to improve efficiency and effectiveness.
• Communicate major system issues and risks to senior management.
• Optimize team performance by balancing workloads and rescheduling non-critical activities when necessary.

Required Skills & Qualifications

• Bachelor’s degree in Information Technology, Engineering, or a related field.
• Minimum of 7+ years of experience in IT Service Management or a similar role.
• Strong understanding of ITSM frameworks such as ITIL and COBIT.
• Proven expertise in Major Incident Management processes.
• Hands-on experience with monitoring tools such as Zabbix.
• Basic knowledge of IT infrastructure, including Networks, Windows, Linux, Virtualization, and Databases.
• Excellent leadership, coordination, and team collaboration skills.
• Ability to analyze large volumes of technical data in a fast-paced environment.
• Strong problem-solving, analytical, and time-management skills