Incident Manager - Service Assurance

Operations; Mumbai; On-site; INR 4,000,000 - 7,000,000; Full time

Job summary

Neysa is seeking an Incident Manager to oversee service assurance for AI-driven platforms in Mumbai. The role focuses on leading incident management, driving continual improvements, and coordinating across vendor and internal teams in a demanding 24x7 onsite environment.

You will manage major incidents, ensure SLA adherence, and implement governance and reporting to enhance service delivery across the business. Strong ITIL knowledge and leadership are essential to succeed.

Qualifications

• 10 to 15 years of experience in Service Assurance / Incident Management.
• Bachelor’s degree in Computer Science, IT, or related field (preferred).
• Strong experience in ITSM environments and operational governance.
• Proven ability to handle high-severity incidents and stakeholder communication.
• Strong knowledge of ITSM / ITIL frameworks and best practices.
• Excellent written and verbal communication skills.
• Strong leadership and ability to drive initiatives independently.
• Good conceptual understanding of Linux OS, hardware, storage, virtualization, and backup technologies.
• Basic understanding of AI models and their usage.
• Experience with ITSM tools (ServiceNow, Remedy, etc.).
• Exposure to monitoring and observability platforms.
• Experience working in cloud or AI-driven infrastructure environments.

Responsibilities

• Ensure smooth operations and service delivery through ITSM processes and guidelines.
• Act as the primary contact for customers on service assurance and incident-related matters.
• Handle escalations and ensure timely resolution of issues within SLA.
• Be available in a 24x7 rotational support model; incident & problem management.
• Own and manage the complete lifecycle of incidents and problems.
• Drive major incidents (P1/P2) involving multiple teams with control and accountability.
• Prioritize incidents based on severity and SLA impact.
• Ensure timely communication, updates, and resolution tracking; deliver RCA reports.
• Collaborate with cross-functional teams for resolution and continuous improvement.
• Define, maintain, and enhance ITSM processes (incident, problem, change, vendor management).
• Develop escalation metrics, severity models, and communication templates.

Skills

Incident management

ITIL/ITSM

Stakeholder comms

Leadership

Cloud/AI infra

Linux

Monitoring tools

Vendor coordination

Problem management

Change management

Education

Bachelor's degree in CS/IT

Tools

ServiceNow

Remedy

Job description

Job Title: Incident Manager - Service Assurance
Location: Mumbai

Type: Onsite, Rotational Shift (24x7)

Team: Service Operations

Job Level: Incident Manager

Our Purpose: India is in the middle of an extraordinary AI revolution, powered by a young, tech-savvy generation and visionary leaders who see the future in code and creativity. Across industries—from healthcare to finance to education—AI adoption is accelerating at record speed. Over 90% of business leaders are now reimagining their processes through AI, while developers and students across the country are building tools that are transforming the way India works and lives.

At the heart of this movement stands Neysa, India’s trusted AI Acceleration Cloud Provider.Neysa exists to democratize AI. Built in India for the world, Neysa carries the credibility of a leadership team that created Netmagic (now part of NTT Data). With a fully integrated system and deep local market insight, Neysa helps organizations across sectors confidently adopt, accelerate, govern, and scale AI.

The Future of AI, Built on Trust and Expertise. Hence, Neysa understands and builds the Home for Your AI. Who We Are Co-founded by industry pioneers Sharad Sanghi and Anindya Das, Neysa combines deep expertise in cloud, AI infrastructure, and cybersecurity to empower the builders of the future. Its flagship product, Neysa Velocis, is a full-stack system built for modern AI—from training and fine-tuning to inference. It streamlines compute, orchestration, security, and observability, helping organizations in high-growth markets like India adopt AI faster, safer, and more cost-efficiently.

The Opportunity:

Join Neysa as an Assistant Manager – Service Assurance (Incident Manager), where you will play a pivotal role in ensuring the reliability, performance, and availability of AI-driven platforms and services. You will lead incident management processes, drive service assurance initiatives, and act as the central point of coordination across teams and stakeholders to ensure seamless service delivery in a 24x7 environment.

What you’ll achieve in this role:

• Ensure high service availability and adherence to SLA commitments Lead and manage major incidents with strong command and coordination

• Drive continuous improvement across incident, problem, and change management processes

• Enhance service delivery through governance, reporting, and analytics

• Act as the primary interface between customers, vendors, and internal teams

Roles and Responsibilities as an Incident Manager, you will:

• Ensure smooth operations and service delivery through ITSM processes and guidelines

• Act as the primary point of contact for customers on service assurance and incident-related matters

• Handle escalations and ensure timely resolution of issues within SLA

• Be available in a 24x7 rotational support model Incident & Problem Management Own and manage the complete lifecycle of incidents and problems

• Drive major incidents (P1/P2) involving multiple teams with control and accountability Prioritize incidents based on severity and SLA impact

• Ensure timely communication, updates, and resolution tracking Deliver RCA reports and incident analysis

• Collaborate with cross-functional teams for resolution and continuous improvement

• Change Management Ensure adherence to change management processes and governance Lead Change Advisory Board (CAB) meetings

• Maintain change calendar to avoid conflicts and manage freeze periods

• Communicate planned, emergency, and unauthorized changes to stakeholders Perform risk assessments and ensure proper documentation of changes Asset & Vendor Management

• Maintain accurate CMDB with all asset configurations (physical, virtual, software, applications)

• Manage asset lifecycle including warranty (AMC) tracking

• Drive vendor management calls and coordination Process & Governance Define, maintain, and enhance ITSM processes (incident, problem, change, vendor management)

• Develop escalation metrics, severity models, and communication templates Reporting & Analytics

• Prepare MIS and monthly governance reports Analyze incident trends and SLA compliance

• Conduct daily governance and review calls

Required Qualifications:

• 10 to 15 years of experience in Service Assurance / Incident Management

• Bachelor’s degree in Computer Science, IT, or related field (preferred)

• Strong experience in ITSM environments and operational governance

• Proven ability to handle high-severity incidents and stakeholder communication

• Strong knowledge of ITSM / ITIL frameworks and best practices

• Excellent written and verbal communication skills

• Strong leadership and ability to drive initiatives independently

• Good conceptual understanding of Linux OS, hardware, storage, virtualization, and backup technologies

• Basic understanding of AI models and their usage Strong analytical, reporting, and governance skills

• Preferred Skills Experience with ITSM tools (ServiceNow, Remedy, etc.)

• Exposure to monitoring and observability platforms

• Experience working in cloud or AI-driven infrastructure environments Strong stakeholder management and vendor coordination experience

Why This Role is a Unique Opportunity at Neysa

This role places you at the center of mission-critical operations for AI-driven platforms. You will lead incident management at scale, influence service delivery standards, and drive operational excellence in a rapidly evolving AI ecosystem. It’s an ideal opportunity for experienced professionals looking to transition into leadership roles in service assurance and governance.

Team Culture and Inclusion: Work in a collaborative, fast-paced, and high-impact environment Be part of a culture that values accountability, leadership, and continuous improvement

Thrive in an inclusive workplace where diverse perspectives are encouraged Love what this role has to offer? Discover the world of Neysa: Website: https://neysa.ai/ Socials:LinkedIn|YouTube|Reddit|Instagram