Incident Response Manager

Shashwath Solution; Pune District; On-site; INR 1,500,000 - 2,300,000; Full time

Job summary

Shashwath Solution in Pune, India seeks an experienced Incident Management lead to oversee end-to-end responses to critical incidents, coordinating across teams to assess impact, scope and urgency, and guiding root cause analysis for effective recovery.

You will act as the primary crisis contact, maintaining clear stakeholder communication, producing post-incident reports, and driving ITIL-based process improvements while leading training for incident response teams to strengthen resilience.

Qualifications

• Must lead end-to-end incident response and crisis management.
• Experience with ITIL-based incident management.
• Strong leadership and cross-functional collaboration.
• Ability to develop and conduct incident response simulations.

Responsibilities

• Lead end-to-end response to critical incidents and major incidents.
• Coordinate across teams to assess impact, scope, urgency.
• Oversee root cause analysis and prevention measures.
• Ensure timely escalation to key stakeholders.
• Act as primary crisis contact and maintain clear communication.
• Provide post-incident reports with learnings.
• Train and mentor incident response teams.
• Develop and document incident response processes and run trainings.
• Leverage ITIL to optimize processes and reduce response times.

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.