Incident Manager

Orange Business Services; Mumbai, Navi Mumbai; Hybrid; INR 900,000 - 1,300,000; Full time

Benefits offered by this job

Pickup and drop facility

Hybrid work model

Job summary

Orange Business Services is seeking a seasoned ITIL/ITSM professional for 24x7 support in a hybrid environment based in Mumbai. The role emphasizes end-to-end incident management, major incident leadership and rigorous problem/change management workflows.

You will coordinate cross-functional teams across IT domains, ensure SLAs are met, and leverage ServiceNow for incident, problem and change reporting. Pickup/drop facilities and office presence are part of the hybrid model.

Qualifications

• Experience with ITIL-based IT service management.
• End-to-end incident ownership, including SLA management and escalation.
• Experience leading major incident management with cross-functional teams.
• Strong root cause analysis and problem management capability.
• Experience with change lifecycle, RFCs, CAB coordination.
• Hands-on with ITSM tools like ServiceNow.

Responsibilities

• Incident Management: End-to-end ownership of incidents, including prioritization, SLA management and escalation.
• Major Incident Management: Lead P1/P2 incidents, coordinate bridge calls and cross-functional teams.
• Problem Management: Drive RCA, identify recurring incidents and track permanent resolution.
• Change Management: Manage complete change lifecycle, RFC creation, impact assessment, approvals, CAB coordination and post-implementation review.
• ITSM Tools & Reporting: Work with ServiceNow or equivalent ITSM platforms for incident, problem, change, SLA, CMDB and reporting.
• Cross-functional Technical Coordination: Coordinate L1/L2/L3 teams, application, network, infrastructure, telephony, security and vendors.

Skills

ITIL/ITSM expertise

Incident management

Major incident management

Problem management

Change management

SLA management

Stakeholder communication

Cross-functional coordination

ServiceNow

Tools

ServiceNow

ITSM tools

Job description

24 * 7 Support II Hybrid ( 12 days Work from Office II Pickup drop available II

• ITIL-based IT Service Management expertise with strong understanding of Incident, Major Incident, Problem and Change Management processes.
• Incident Management: End-to-end ownership of incidents, including prioritization, SLA management, escalation, stakeholder communication and timely resolution.
• Major Incident Management: Ability to lead P1/P2 incidents, coordinate technical bridge calls, drive cross-functional teams and maintain clear executive/customer communications.
• Problem Management: Strong capability to drive Root Cause Analysis (RCA), identify recurring incidents, define corrective/preventive actions and track permanent resolution.
• Change Management: Experience managing the complete change lifecycle, including RFC creation, impact/risk assessment, approvals, implementation planning, CAB coordination, validation and post-implementation review.
• ITSM Tools & Reporting: Hands-on experience with ServiceNow or equivalent ITSM platforms, including incident, problem, change, SLA, CMDB and reporting capabilities.
• Cross-functional Technical Coordination: Ability to coordinate L1/L2/L3 teams, application, network, infrastructure, telephony, security, vendors and business stakeholders to resolve complex production issues.