Incident Manager

Urgent Hiring - INCIDENT MANAGER by HR Sharan -9266364422

Company: iEnergizer
Location: Noida
Department: IT / Service Operations
Work Mode: Work from Office - 5 Days - Rotational Shifts - NO cabs

Job Summary

iEnergizer is looking for an experienced and proactive Incident Manager to oversee incident management processes, ensure timely resolution of incidents, minimize business disruptions, and maintain service continuity. The ideal candidate will be responsible for coordinating with cross-functional teams, managing escalations, monitoring service performance, and ensuring adherence to defined SLAs.

Key Responsibilities

• Manage the end-to-end incident management lifecycle, from identification and logging to resolution and closure.
• Ensure timely resolution of incidents in accordance with defined SLAs and business priorities.
• Coordinate with IT, infrastructure, application support, network, and business teams to resolve critical incidents.
• Lead Major Incident Management (MIM), including impact assessment, escalation, stakeholder communication, and recovery coordination.
• Conduct incident bridge calls and ensure clear communication with relevant stakeholders throughout the incident lifecycle.
• Monitor incident queues, identify recurring issues, and drive continuous improvement initiatives.
• Prepare incident reports, root cause analysis (RCA), and post-incident review documentation.
• Work closely with Problem Management teams to identify underlying causes and prevent incident recurrence.
• Track incident metrics, including response time, resolution time, SLA compliance, and incident backlog.
• Ensure compliance with ITIL processes, operational policies, and service management standards.
• Maintain accurate incident records and provide regular updates to management and business stakeholders.
• Support business continuity and disaster recovery activities, wherever required.

Preferred Qualifications

• ITIL certification.
• Experience in a BPO, ITES, or large-scale service operations environment.
• Exposure to 247 operations and rotational shifts, if required.
• Experience preparing management dashboards, incident trend reports, and operational reviews.