ITIL Incident Manager (NCS/Job/ 3567)

Key Responsibilities:

• Own and manage the Incident Management lifecycle as per ITIL framework
• Lead major incident management (P1/P2) calls and ensure timely resolution
• Coordinate with cross-functional teams (Application, Infrastructure, Network, Security) for faster incident resolution
• Ensure adherence to SLAs, OLAs, and KPIs
• Drive incident triage, prioritization, and escalation processes
• Conduct Root Cause Analysis (RCA) and ensure preventive actions are implemented
• Maintain clear communication with stakeholders and business users during incidents
• Prepare incident reports, dashboards, and service review presentations
• Identify trends and drive continuous improvement initiatives
• Work closely with Problem and Change Management teams

Required Skills:

• Strong experience in ITIL Incident Management processes
• Hands-on experience with ITSM tools (ServiceNow, Remedy, Jira, etc.)
• Proven experience in handling critical incidents and bridge calls
• Strong understanding of SLA/KPI management
• Excellent stakeholder and communication skills
• Ability to work in 24/7 support environments if required

Preferred Qualifications:

• ITIL Certification (v3/v4) – Preferred/Mandatory
• Exposure to cloud platforms (AWS/Azure/GCP) is a plus
• Knowledge of Problem Management & Change Management