IT Critical Incident, Problem Manager

Jobtailor; Bengaluru; On-site; INR 900,000 - 1,500,000; Full time

Job summary

Jobtailor in Bengaluru, India seeks an experienced Incident Management Lead to drive critical incident resolution, performance analysis, and stakeholder communications. You will lead a global team, coordinate with CSMs and service owners, and ensure continuous process improvement across IT domains.

The role demands strong problem-solving, urgency, and clear business impact communication. The candidate should have 5+ years in incident management in complex tech environments, ITIL V4 Foundation,

Qualifications

• Degree in Engineering, Computer Science or related field from a recognized university with at least 5 years of experience in leading Incident Management in complex technology environments.
• ITIL V4 Foundation Certification. Multiple-year experience in ITIL process management.
• Prior experience in a critical incident support organization with strong problem-solving skills and urgency.
• Excellent verbal and written communication; ability to articulate business impact to senior management.
• Strong leadership and people management skills; experience leading a high-performing global team in a multicultural environment.
• Strong technical skills in IT domains such as Network, Data Center, Cybersecurity, ERP/ERM, and Enterprise Data Warehouse.
• Willing to work in 24x7 rotational shifts.
• Nice-to-Have: ITIL V4 Expert Certification; Six Sigma.

Responsibilities

• Accountable for execution of Incident Service Restoration activities.
• Manage, chair and steer all involved parties to resolve Incidents in regular virtual conferences.
• Create structured information for Service Owner and Business Groups; main contact for escalations to Nokia IT senior management on Critical Incidents.
• Organize timely Root Cause Analysis and Problem Management with all involved parties.
• Manage priority and risk evaluation of Critical Incidents; monitor performance and drive continuous improvement.
• Analyze performance trends of IT groups and provide actionable insights to minimize incidents.
• Collaborate with Client Service Managers and Service Owners to improve resolution effectiveness; provide timely status updates to IT and business leaders.

Skills

Incident Management

ITIL V4 Foundation Certification

Leadership and People Management

Technical IT Domain Knowledge

Communication and Stakeholder Liaison

Education

Bachelor's degree in Engineering/Computer Science or related field

Tools

ITIL Processes

Six Sigma

Job description

• Accountable of execution of the Incident Service Restoration activities.
• Manage, chair and steer all involved parties to resolve Incidents in regular virtual conferences (e.g. technical bridges)
• Create structured information to communicate to e.g. Service Owner, Business Groups etc. and act as main contact for the Nokia IT senior management in regards of escalations on Critical Incidents (P1, P2).
• Organize and follow-up timely Root Cause Analysis and Problem Management with all involved parties
• Manage priority and risk evaluation of Critical Incidents. Monitor and assess critical incident management team performance and identify actions for continuous improvement
• Analyze performance trends of different IT groups and provide actionable insights for minimizing critical incidents.
• Work in close cooperation with Client Service Managers (CSM) as well as Services Owners within IT and act as internal IT stakeholder to improve the effectiveness of resolution. Send timely status updates to the IT and business leaders on Critical IT Incidents.

Requirements

• Degree in Engineering, Computer Science or related field from recognized university with at least 5 years of experience in leading Incident Management in complex technology environments.
• ITIL V4 foundation certification. Multiple-year experience in ITIL process management.
• Prior experience of working in critical incident support organization and strong problem-solving skills, sense of urgency.
• Excellent verbal and written communication, capability to articulate business impact of incidents to higher management
• Strong leadership and people management skills, previous experience as a people manager. Experience in leading a high-performing team of professionals globally. Able to work with a team of individuals in our multicultural environment.
• Strong technical skills and background/experience in one or many of the IT domains like: Network (WAN, LAN, WLAN, Proxy, Firewall, VoIP), Data Center (Wintel, Unix, Storage), Cybersecurity, Enterprise Resource Planning (ERP) – SAP, Enterprise Relationship Management (ERM), Enterprise Data Warehouse.
• Should be willing to work in 24*7 shifts- rotational shift.
• Nice-to-Have:
• ITIL V4 expert certification
• Six Sigma

Core Competencies

Demonstrates expertise in Incident Management with a strong focus on critical incident resolution, performance analysis, and effective communication with stakeholders. Proven ability to lead high-performing teams in complex technology environments while ensuring continuous improvement in incident management processes.

Highest-signal resume keywords

• Incident Management
• ITIL V4 Foundation Certification
• Critical Incident Support Experience
• Leadership and People Management
• Technical Skills in IT Domains

ATS Optimization Keywords

Hard Skills

• Incident Service Restoration
• Root Cause Analysis
• Problem Management
• Performance Trend Analysis
• Technical Bridge Management
• Risk Evaluation
• Continuous Improvement
• Data Center Management
• Cybersecurity
• Enterprise Resource Planning (ERP)

Soft Skills

• Problem-Solving
• Sense of Urgency
• Verbal Communication
• Written Communication
• Team Collaboration

Certifications & Qualifications

• ITIL V4 Foundation Certification
• ITIL V4 Expert Certification
• Six Sigma

Industry Keywords

• Critical Incidents
• Service Owner
• Business Groups
• Client Service Managers (CSM)
• Multicultural Environment

Tools & Technologies

• Network (WAN, LAN, WLAN, Proxy, Firewall, VoIP)
• Wintel
• Unix
• Storage
• Enterprise Relationship Management (ERM)
• Enterprise Data Warehouse