Incident Manager

24 * 7 Support II Hybrid ( 12 days Work from Office II Pickup drop available II

• ITIL-based IT Service Management expertise with strong understanding of Incident, Major Incident, Problem and Change Management processes.
• Incident Management: End-to-end ownership of incidents, including prioritization, SLA management, escalation, stakeholder communication and timely resolution.
• Major Incident Management: Ability to lead P1/P2 incidents, coordinate technical bridge calls, drive cross-functional teams and maintain clear executive/customer communications.
• Problem Management: Strong capability to drive Root Cause Analysis (RCA), identify recurring incidents, define corrective/preventive actions and track permanent resolution.
• Change Management: Experience managing the complete change lifecycle, including RFC creation, impact/risk assessment, approvals, implementation planning, CAB coordination, validation and post-implementation review.
• ITSM Tools & Reporting: Hands-on experience with ServiceNow or equivalent ITSM platforms, including incident, problem, change, SLA, CMDB and reporting capabilities.
• Cross-functional Technical Coordination: Ability to coordinate L1/L2/L3 teams, application, network, infrastructure, telephony, security, vendors and business stakeholders to resolve complex production issues.