Incident Manager-L2

Vyntrapro Innovations; Navi Mumbai; On-site; INR 900,000 - 1,500,000; Full time

Job summary

Vyntrapro Innovations in Navi Mumbai seeks an experienced Incident Manager L2 to handle IT service incidents and minimize business disruption. You will coordinate across teams, manage escalations, and drive timely resolutions in line with ITIL practices.

The role requires 3+ years in incident management, hands-on ServiceNow experience, and strong communication to provide clear updates to stakeholders and clients.

Qualifications

• 3+ years of incident management / IT operations experience.
• Strong knowledge of ITIL framework; certification preferred.
• Hands-on experience with ticketing tools (ServiceNow or similar).
• Experience handling major incidents in enterprise environments.
• Excellent communication and coordination, able to perform under pressure.

Responsibilities

• Act as Level 2 Incident Manager for escalated major incidents (P1/P2).
• Lead incident resolution calls and coordinate cross-functional teams.
• Ensure compliance with ITIL-based incident management processes and SLAs.
• Perform incident triage, impact assessment, and root cause analysis.
• Provide status updates to stakeholders and the client; drive PIRs.

Skills

Incident Management

IT Operations

ITIL framework

Communication skills

High-pressure work

Tools

ServiceNow

Job description

Role Overview

We are looking for an experienced Incident Manager L2 to handle and manage IT service incidents, ensuring minimal disruption to business operations. The role involves coordinating across teams, managing escalations, and driving timely resolutions in line with ITIL best practices.

Key Responsibilities

• Act as Level 2 Incident Manager for escalated and major incidents (P1/P2)
• Lead incident resolution calls and coordinate with cross-functional technical teams
• Ensure compliance with ITIL-based Incident Management processes and SLAs
• Perform incident triage, impact assessment, and root cause analysis
• Maintain accurate incident documentation and reports
• Provide regular incident status updates to stakeholders and the client
• Participate in post-incident reviews (PIRs) and drive corrective/preventive actions
• Identify recurring issues and recommend service improvements

Required Skills & Qualifications

• 3+ years of experience in Incident Management / IT Operations
• Strong understanding of ITIL framework (ITIL certification preferred)
• Hands-on experience with ticketing tools such as ServiceNow or similar
• Proven experience handling Major Incidents in enterprise environments
• Excellent communication, coordination, and problem-solving skills
• Ability to work effectively during high-pressure situations

Preferred Skills

• Experience working with global or enterprise-level clients
• Exposure to infrastructure, application, or network operations
• Prior experience in a 24x7 IT operations environment