Incident Manager

This role is for one of the Weekday's clients

Min Experience: 2+ years

Location: Chennai, Tamil Nadu, India
JobType: full-time

Key Responsibilities

• Manage the complete lifecycle of Major and High-Priority Incidents from identification through resolution and closure. 
• Lead incident bridge calls and coordinate with application, infrastructure, cloud, network, database, and support teams to expedite resolution. 
• Ensure timely incident response, escalation, communication, and resolution in accordance with defined SLAs. 
• Monitor incident queues and prioritize issues based on business impact and urgency. 
• Provide regular status updates to business stakeholders, customers, and senior leadership during critical incidents. 
• Coordinate technical teams to identify workarounds and restore services as quickly as possible. 
• Conduct post-incident reviews (PIRs), document root causes, corrective actions, and lessons learned. 
• Track recurring incidents and collaborate with Problem Management teams to drive permanent resolutions. 
• Maintain incident documentation, dashboards, and reports for operational reviews and management reporting. 
• Ensure compliance with ITIL Incident Management processes and organizational governance. 
• Support change implementation activities and assess potential impacts during planned maintenance windows. 
• Identify opportunities for automation and continual service improvement to enhance operational efficiency.  

Required Qualifications

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.  
• 2–5 years of experience in Incident Management, IT Operations, Service Delivery, or Production Support. 
• Strong understanding of IT Service Management (ITSM) processes and ITIL best practices. 
• Experience managing Major Incidents in enterprise production environments. 
• Excellent communication, coordination, and stakeholder management skills. 
• Ability to work effectively under pressure in a fast-paced operational environment. 
• Willingness to work 24x7 rotational shifts, including weekends and public holidays. 

Required Technical Skills

• ITSM Tools: ServiceNow, BMC Remedy, Jira Service Management, or equivalent. 
• Monitoring Tools: Splunk, Dynatrace, AppDynamics, Datadog, Grafana, SolarWinds, or similar. 
• Ticketing and Incident Tracking Systems. 
• Microsoft Office Suite (Excel, PowerPoint, Word). 
• Basic understanding of cloud platforms (AWS, Azure, GCP) is desirable. 
• Familiarity with Linux/Windows environments, networking, databases, and enterprise applications is an advantage. 

Preferred Qualifications

• Experience supporting large-scale enterprise production environments. 
• Exposure to cloud-based applications, microservices, APIs, and DevOps environments. 
• Knowledge of Change Management, Problem Management, and Release Management processes. 
• Experience working with global teams across multiple time zones. 

Preferred Certifications

• ITIL Foundation Certification (Preferred) 
• ITIL Intermediate (Good to have) 
• Microsoft Azure Fundamentals / AWS Cloud Practitioner (Good to have) 

Must-have skills

ITSM, Incident Management