Incident Manager | Diksha Technologies | Noida

Tech Junction Ltd; Dadri; On-site; INR 1,200,000 - 2,100,000; Full time

Job summary

Diksha Technologies in Noida seeks an Incident Manager with 3+ years in ITSM to join our operations team on a full-time basis.

You will own incident lifecycles, lead war rooms, and coordinate cross‑functional teams across infrastructure, network, cloud and apps, driving RCA and PIR.

Requires ITIL expertise and hands-on incident management, with ServiceNow or BMC Remedy; on-site Noida interviews and immediate availability.

Qualifications

• Bachelor’s degree in Computer Science, IT, Computer Engineering, or related field.
• 3+ years hands-on ITSM experience, specifically in Incident Management.
• Strong ITIL framework knowledge and incident lifecycle governance.
• Experience with enterprise ITSM ticketing platforms (ServiceNow or BMC Remedy).
• Experience in major incidents, war rooms, and crisis coordination.

Responsibilities

• Manage Major Incidents end-to-end from identification through permanent resolution.
• Lead virtual or physical War Rooms and coordinate cross-functional teams.
• Prioritize incidents by business impact and ensure SLA adherence.
• Drive RCA sessions and Post-Incident Reviews (PIR).
• Provide timely updates and incident reports to leadership and stakeholders.

Skills

Incident Management

ITIL

War Rooms

SLA Management

Data Analysis

Education

Bachelor's degree in Computer Science / IT / Engineering

Tools

ServiceNow

BMC Remedy

Job description

Position Summary

Diksha Technologies is actively seeking an experienced, high-caliber, and organized Incident Manager with 3+ years of professional IT Service Management experience to join our operations team in Noida on a full-time permanent basis. In this critical ITSM role, you will be responsible for managing and coordinating IT incidents, leading war rooms, ensuring timely resolution, and minimizing business impact across enterprise infrastructure. You will leverage your strong background in ITIL frameworks, major incident management, and ITSM ticketing tools to drive operational excellence. This opportunity offers competitive compensation, executive leadership visibility, and excellent professional growth prospects within a leading technology services enterprise.

Detailed Job Description

As an Incident Manager supporting IT service management and operations in Noida via Diksha Technologies, you will take full operational, tactical, and technical ownership of incident lifecycle management, major incident coordination, and service restoration. Your day-to-day responsibilities include managing major incidents from initial identification through permanent resolution, leading virtual or physical war rooms, and coordinating cross-functional technical teams across infrastructure, network, cloud, and application support. You will prioritize and elevate incidents based on business impact, ensure adherence to defined SLAs, drive Root Cause Analysis (RCA) and post-incident reviews, and coordinate with Problem Management for recurring issues. Furthermore, you will provide timely updates to leadership and stakeholders, prepare incident reports, KPIs, and performance metrics, and drive continuous improvement initiatives.

Key Responsibilities

• Manage Major Incidents end-to-end from initial identification through permanent resolution and closure.
• Lead high-intensity War Rooms and coordinate cross-functional technical teams across infrastructure, network, cloud, and application support.
• Prioritize, categorize, and elevate complex technical incidents based on dynamic business impact.
• Ensure all IT incidents are diagnosed and resolved within defined Service Level Agreements (SLAs).
• Drive rigorous Root Cause Analysis (RCA) sessions and facilitate comprehensive Post-Incident Reviews (PIR).
• Coordinate closely with Problem Management to identify underlying root causes of recurring technical issues.
• Provide accurate, timely incident status updates to executive leadership, business customers, and key stakeholders.
• Prepare detailed incident performance reports, KPIs, service dashboards, and continuous improvement metrics.

Required Qualifications & Skills

• Bachelor’s degree in Computer Science, Information Technology, Computer Engineering, or a related technical discipline.
• Minimum of 3+ years of hands-on professional experience in IT Service Management (ITSM), specifically in Incident Management.
• Strong practical expertise in ITIL framework principles, IT service lifecycles, and operational governance.
• Proven proficiency with enterprise ITSM ticketing platforms such as ServiceNow or BMC Remedy.
• Extensive experience managing Major Incidents, leading War Rooms, and driving crisis coordination.
• Solid understanding of SLA management, incident escalation matrices, and metric tracking.
• Advanced data analysis and presentation skills using MS Excel and PowerPoint.
• Good technical knowledge of Enterprise Infrastructure, Networks, Cloud computing, and Application Support architectures.
• Mandatory legal eligibility to work in India with local presence and availability for interviews in Noida (1st Round: Virtual | 2nd Round: Face-to-Face in Noida).

Nice-to-Have Skills

• Professional ITIL v3 or ITIL v4 Managing Professional / Intermediate certifications.
• Prior experience in telecommunications, banking, or large-scale managed services environments.
• Familiarity with automated incident alerting and monitoring integrations (e.g., PagerDuty, Datadog, Dynatrace).
• Lean Six Sigma green belt or continuous service improvement (CSI) credentials.

Application Information

• Recruiter: Diksha Technologies Human Resources & ITSM Division
• Salary/Rate: Market Competitive / Enterprise ITSM Package
• Deadline: Open until filled (Immediate Requirement)
• Notice Period: Immediate to 30 Days
• Contract Duration: Permanent / Full-Time On-Site (Noida, India – F2F 2nd Round)