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Incident Manager

2.00 to 7.00 Years   Pune,Bangalore   24 Mar, 2025
Neoskills
Job LocationPune,Bangalore
EducationNot Mentioned
SalaryRs 10 - 18 Lakh/Yr
IndustryBanking
Functional AreaApplication Programming / Maintenance
EmploymentTypeFull-time

Job Description

    Key Responsibilities:1. Incident Handling & Resolution:
    • Act as the primary point of contact for all major incidents.
    • Monitor, track, and manage incidents throughout their lifecycle.
    • Ensure prompt investigation, root cause analysis (RCA), and resolution of incidents.
    • Coordinate with technical teams, vendors, and stakeholders to ensure quick resolution.
    • Implement workarounds and permanent fixes to prevent recurring issues.
    2. Communication & Stakeholder Management:
    • Provide timely updates to key stakeholders, including leadership, customers, and IT teams.
    • Facilitate bridge calls and incident war rooms to ensure quick resolution.
    • Maintain clear and concise incident reports for management review.
    • Ensure proper handover and communication between shifts to maintain continuity.
    3. Incident Analysis & Continuous Improvement:
    • Conduct post-incident reviews (PIRs) to identify gaps and improvement areas.
    • Document lessons learned and contribute to knowledge management.
    • Work on reducing incident resolution time (MTTR) and recurrence (MTBF).
    • Collaborate with problem management teams for root cause elimination.
    4. Incident Management Process & Compliance:
    • Ensure adherence to ITIL best practices for incident management.
    • Maintain accurate incident records and logs using ITSM tools (e.g., ServiceNow, Jira, Remedy).
    • Identify and implement automation opportunities for incident resolution.
    • Ensure compliance with SLA, regulatory, and security standards.
    5. Escalation & Crisis Management:
    • Escalate critical incidents to higher management when necessary.
    • Engage with third-party vendors and support teams for high-severity issues.
    • Lead crisis management efforts to minimize business impact.
    • Provide executive-level reports and impact assessments for major incidents.

Keyskills :
service improvementincident managementitilservice transformation

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