Incident Manager_ Budget 5 LPA_6 Days and rotational shift

Vyntrapro Innovations; Pune District; On-site; INR 450,000 - 550,000; Full time

Job summary

Vyntrapro Innovations in India seeks a versatile Incident Manager to own incident lifecycle, drive change requests, and coordinate with support teams to meet service levels from Pune region.

The role requires strong ITIL-aligned practices, RCA execution, and proactive problem management with clear communication to users and stakeholders.

Qualifications

• Must have hands-on experience in Change Management, Problem Management and Incident Management.
• Familiarity with ITIL-aligned processes and service-desk operations.
• Experience using a ticketing system and maintaining CMDB entries.

Responsibilities

• Accept, analyze, and prioritize incidents.
• Record incidents in a ticketing/support management tool and communicate ticket numbers.
• Evaluate business impact and assign priorities; perform initial diagnosis and troubleshooting.
• Coordinate with support teams for resolution and manage ticket lifecycle.

Skills

Change Management

Problem Management

Incident Management

Operational Support

ITIL

Ticketing Tool

Tools

CMDB

Ticketing Tool

Job description

Incident Manager + Problem+ Changer

Budget - 5 LPA

6 Days and Rational shift

Mandatory Skills / Responsibilities

1. Change Management

Must be able to: Receive and record Change Requests (CRs)

• Assess change impact, costs, benefits, and risks
• Update change and release plans
• Coordinate and control change implementation
• Monitor implementation success and provide reports
• Update Configuration Management Database (CMDB)
• Complete and review change requests

2. Problem Management

Must be able to

• Log and track problems
• Conduct Root Cause Analysis (RCA)
• Participate in problem review meetings and action tracking
• Perform Problem Control and Error Control activities
• Create and maintain Known Error Database entries
• Assess errors and recommend corrective actions
• Collaborate with Incident Management teams
• Analyze trends in incidents and problems
• Drive preventive actions to reduce recurring issues

3. Incident Management

Must be able toAccept, analyze, and prioritize incidents

• Record incidents in a ticketing/support management tool
• Generate and communicate ticket numbers
• Evaluate business impact and assign priorities
• Perform initial diagnosis and troubleshooting
• Resolve incidents within agreed service timelines
• Coordinate with support teams for resolution
• Communicate with users via phone and email
• Manage ticket lifecycle until closure
• Follow escalation procedures when required
• Provide status updates to users/stakeholders
• Close tickets after user confirmation

4. Operational Support (Daily Activities)

Must be able to

• Handle daily operational support calls/incidents
• Troubleshoot transaction and functionality issues
• Address master data and transactional data errors
• Identify recurring incidents and convert them into Problem Management cases
• Work within ticketing systems and support processes

Key Competencies Expected

Based on the JD, the most critical competencies are:

Change Management

• Incident Management
• Problem Management
• Root Cause Analysis (RCA)
• Ticketing Tool Management
• Service Desk Operations
• Incident Prioritization & Escalation
• Stakeholder/User Communication
• Reporting & Documentation
• Process Governance (ITIL-aligned support processes)

Shortlist of "Must-Have" Keywords for Resume Screening

• Incident Management
• Problem Management
• Change Management
• Root Cause Analysis (RCA)
• ITIL Processes
• Ticketing Tools
• Service Desk
• Incident Resolution
• Escalation Management
• Change Requests (CRs)
• Known Error Database
• Trend Analysis
• Customer/User Support
• Reporting & Documentation