Opening - Incident Manager

Sharekhan; Mumbai; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

Sharekhan in Mumbai is seeking an experienced Incident and Change Management professional to own end-to-end ITSM processes and drive major incident responses. You will coordinate cross-functional teams, define policies, and monitor KPIs.

The role requires strong collaboration, excellent communication, and proficiency with ITSM tools such as ServiceNow and Jira Service Management. Location is Mumbai, on-site, with a focus on service restoration and process excellence.

Qualifications

• Experience in Incident, Change & Problem Management.
• Familiarity with ITSM tools and processes.
• Strong communication and stakeholder management skills.

Responsibilities

• Act as Incident Commander for major incidents, coordinating response teams and decisions.
• Own process governance for Incident, Change & Problem Management, including policies and workflows.
• Define KPIs (MTTR, SLA compliance) and produce regular performance reports.
• Champion tooling/automation using ITSM tools to improve efficiency and reduce incident impact.
• Ensure compliance with internal policies and audits for incident and change processes.

Skills

Incident management

Change management

Teamwork

Communication

Stakeholder management

Tools

ServiceNow

Jira Service Management

Job description

ole & responsibilities

• Incident Commander: For critical or \"major\" incidents (high impact, high urgency, affecting core business services), the Incident Manager typically acts as the \"Incident Commander.\" This involves:
  
  
  
  • Declaring Major Incidents: Officially declaring an incident as \"major\" based on predefined criteria (impact, urgency, scope).
  
  
  • Assembling Response Teams: Rapidly assembling and coordinating the necessary technical teams, subject matter experts (SMEs), and external vendors to address the incident.
  
  
  • Driving Resolution: Facilitating troubleshooting, guiding the technical teams, removing roadblocks, and making crucial decisions under pressure to expedite service restoration.
  
  
  • Maintaining Focus: Keeping the response team focused on the primary objective of restoring service, preventing scope creep into problem management or non-critical issues during an active incident.
  
  
  
  

Strategic Oversight and Process Management:

• Process Ownership and Development: Accountable for the overall effectiveness and continuous improvement of the Incident, Change & Problem Management process. This includes defining, documenting, and refining policies, procedures, workflows, and communication protocols.


• KPIs and Reporting: Define and track key performance indicators (KPIs) for incident management (e.g., Mean Time To Restore Service (MTTRS), incident volume by category, percentage of incidents resolved within SLA). Generate regular reports for management and stakeholders to demonstrate service performance and identify trends.


• Tooling and Automation: Champion the effective use of ITSM tools (e.g., ServiceNow, Jira Service Management) for incident logging, tracking, and reporting. Identify opportunities for automation within the incident response process to improve efficiency.


• Compliance and Audits: Ensure that incident, change & problem management processes comply with internal policies, industry regulations, and audit requirements.

• Prioritization and Categorization: Ensure all incidents are accurately categorized and prioritized based on their impact on business and urgency of resolution. This determines the response level and resource allocation.

• Containment and Mitigation: Guide teams in implementing immediate containment measures to prevent further spread or impact of an incident, while simultaneously working towards a full resolution.

Change Management:

• Planning and Coordination: Create detailed change plans, including impact assessments, resource allocation, and rollback strategies.


• Ensure proper prioritization of changes based on business need and risk. Coordinate and schedule change activities in collaboration with stakeholders.


• Change Evaluation: Review and assess change requests (RFCs) for completeness, impact, risk, and business justification. Facilitate Change Advisory Board (CAB) meetings to evaluate and approve/reject changes

Technical & Behavioural Competencies :

Ability to collaborate / Teamwork

Should be well versed in Incident Management, Change Management and use of Service Now Tool.

Good spoken and written communication.

Location: Mumbai