Incident Manager MS IT

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About This Opportunity

Experienced IT/Telecom Operations professional with strong expertise in Incident Management, Major Incident Handling, and L1 Monitoring Operations within 24/7 production environments. Acts as the onsite focal point for managing and coordinating offshore operational teams, ensuring timely incident resolution, SLA compliance, service availability, and operational excellence.

Key Responsibilities

• Lead and coordinate Incident Management and L1 Monitoring Operations.


• Manage major/critical incidents, ensuring rapid service restoration within SLA targets.


• Conduct incident bridge calls, drive escalations, and provide stakeholder communications.


• Govern alarm/event monitoring, ticket management, troubleshooting, assignment, and escalation activities.


• Ensure effective handling of incidents, recurring issues, and Root Cause Analysis (RCA) follow-up.


• Coordinate with technical teams to resolve operational and service-impacting issues.


• Monitor and improve offshore team performance against SLAs and KPIs.


• Analyze incident trends and recommend process, monitoring, and automation improvements.


• Maintain operational procedures, escalation matrices, and troubleshooting guidelines.


• Support service readiness, knowledge transfer, and continuous service improvement initiatives.


• Prepare operational, SLA, KPI, and incident performance reports.

Required Skills & Experience

• Bachelor's degree in Telecommunications, Computer Science, IT, Engineering, or related field.


• 5+ years of experience in IT/Telecom Operations, NOC, SOC, Service Operations, or Incident Management.


• Strong experience managing Major Incidents and production support environments.


• Hands-on knowledge of L1 monitoring, event/alarm management, ticketing, and escalation processes.


• Experience coordinating offshore operations teams.


• Strong understanding of ITIL Incident, Problem, and Change Management practices.


• Experience with HPSM, OBM, Nagios, and AppDynamics.


• Knowledge of infrastructure, applications, servers, networking, virtualization, and cloud technologies.


• Strong analytical, troubleshooting, stakeholder management, and communication skills.


• Ability to work under pressure and manage multiple priorities in a 24/7 environment.

Preferred Qualifications

• ITIL Foundation certification or higher.


• Experience in Telecom Managed Services.


• Knowledge of automation, AIOps, cloud platforms, containers, and Kubernetes.


• Understanding of networking technologies such as routers, switches, firewalls, and load balancers.


• Experience with SLA/KPI reporting, Problem Management, RCA, and continuous improvement programs.

Core Competencies: Major Incident Management, Service Operations, L1 Monitoring, ITIL, SLA/KPI Management, RCA, Offshore Team Coordination, Production Support, Customer Management, Operational Excellence, and Continuous Improvement.