Incident Response Manager

Shashwath Solution; Dadri; On-site; INR 1,600,000 - 2,200,000; Full time

Job summary

Shashwath Solution is seeking an experienced Incident Management lead to oversee end-to-end response to critical incidents. You will coordinate cross-functional teams, guide root cause analysis, and drive prevention measures to minimize recovery times.

In this role, you will act as the primary crisis contact, communicate with senior management and partners, and develop standardized incident response processes with regular training and simulations to ensure preparedness and continuous improvement.

Qualifications

• Experience leading end-to-end incident response for critical or major incidents.
• Strong knowledge of ITIL principles.
• Proven ability to coordinate cross-functional teams during crises.

Responsibilities

• Lead and manage end-to-end response to critical and major incidents.
• Coordinate between teams to assess incident impact, scope, and urgency.
• Oversee root cause analysis and recovery/prevention measures.
• Ensure timely escalation to stakeholders.
• Act as primary crisis contact with internal and external stakeholders.
• Provide post-incident reports with learnings and improvements.
• Lead and train incident response teams across departments.
• Develop and document incident response processes and run regular trainings.
• Apply ITIL-based improvements to incident management and drive metrics.

Skills

Incident Response Manager

ITIL

Team Management

Crisis Coordination

incident management

incident response

incident response simulation

Job description

Incident Management

Lead and manage the end-to-end response to critical incidents and major incidents.

Coordinate between teams to assess the incidents impact, scope, and urgency.

Oversee and guide root cause analysis and the development of incident recovery and prevention measures.

Ensure timely and accurate escalation of incidents to key stakeholders.

Crisis Coordination and Communication

Act as the primary point of contact for all crisis incidents, maintaining clear and effective communication with both internal and external stakeholders.

Keep senior management, affected teams, and relevant partners updated on incident status and resolution efforts.

Create and distribute post-incident reports, highlighting key learnings and improvement areas.

Leadership and Team Management

Demonstrate strong leadership during crises, fostering a calm, focused, and solution-oriented environment.

Train, mentor, and lead incident response teams, ensuring effective collaboration across departments.

Work with cross-functional teams to develop incident response processes, documenting protocols and conducting regular training sessions.

Process Improvement

Leverage ITIL principles to enhance and optimize incident management processes, ensuring alignment with industry best practices.

Drive continuous improvement initiatives within incident management, reducing response times and enhancing recovery measures.

Conduct periodic reviews and simulations of incident response plans to ensure effectiveness and efficiency.

Mandatory Key Skills

• Incident Response Manager
• ITIL
• Team Management
• Crisis Coordination
• incident management
• incident response
• incident response simulation.