Incident Manager

Stratacent; Maharashtra; On-site; INR 900,000 - 1,500,000; Full time

Job summary

Stratacent in Pune (Viman Nagar) seeks an Incident Manager to lead IT incident response in alignment with ITIL, coordinating cross-functional teams to resolve issues efficiently.

You will monitor systems, prioritize incidents by impact, and communicate with customers and leadership while driving continual ITSM improvements.

Qualifications

• Strong understanding of ITSM and ITIL frameworks.
• Proficiency with IT systems and incident management tools (ServiceNow would be beneficial).
• Excellent problem-solving, analytical, and time management skills.
• Leadership and team management abilities.
• Strong communication and interpersonal skills.
• Bachelor's degree in information technology or engineering.
• Experience in IT service management or a similar role.

Responsibilities

• Lead the response to IT incidents from detection to resolution, ensuring alignment with ITIL standards.
• Assemble and direct incident response teams, delegating roles and managing workloads.
• Manage the flow of information to stakeholders, including customers and leadership.
• Prioritize incidents based on urgency and business impact.
• Investigate root causes and implement preventive solutions.
• Analyze incident data to identify opportunities for process improvement in ITSM.
• Oversee monitoring systems to detect issues proactively.
• Ensure incident resolution times meet established SLAs.

Skills

ITIL

ITSM

Incident management

Leadership

Communication

Time management

Problem solving

Education

Bachelor's degree in information technology or engineering

Tools

ServiceNow

Job description

Business Title: Incident Manager

Job Location: Pune (Viman Nagar)

Experience: Proven Experience

Employment Type: Full Time

Shift Timings: 2 PM IST to 11 PM IST /3 PM IST to 12 AM IST

Responsibilities:

• Incident response and management: Lead the response to IT incidents, from initial detection to resolution, ensuring the process aligns with ITIL standards.
• Team coordination: Assemble and direct incident response teams, delegating roles and managing workloads to address incidents efficiently.
• Communication: Manage the flow of information, keeping all relevant stakeholders, including customers and leadership, informed throughout the incident.
• Prioritization: Prioritize incidents based on urgency and business impact, ensuring that critical issues are addressed first.
• Problem-solving: Investigate the root cause of incidents and implement solutions to prevent recurrence.
• Process improvement: Analyze incident data to identify opportunities for improvement in the incident management process and other related IT service management processes.
• Monitoring: Oversee the implementation and maintenance of monitoring systems to detect issues proactively before they escape.
• SLA compliance: Ensure that incident resolution times meet established service level agreements.

Qualifications:

• Strong understanding of IT service management (ITSM) and frameworks like ITIL.
• Proficiency with IT systems, software, and incident management tools (ServiceNow would be beneficial).
• Excellent problem-solving, analytical, and time management skills.
• Leadership and team management abilities.
• Strong communication and interpersonal skills.
• Bachelor's degree in information technology or engineering.
• Experience in IT service management or a similar role.