Service Operations Manager II - IN ( Night Shift )

Job Description:

• The Incident Manager will be responsible for leading/managing the lifecycle of all high – priority incidents, unplanned interruptions, service degradations, and failures in IT services while minimizing impact on business operations and ensuring service restoration
• Ensure incidents are correctly logged, prioritized, categorized, and provide updates on incident status, impacts, resolution progress, and post-incident summaries.
• Collaborate and coordinate with technical support teams and relevant business units to ensure efficient incident resolution.
• Facilitate war room sessions and incident bridges for critical issues.
• Work closely with problem management to transition incidents into problem
• Analyse incident trends and make recommendations for changes to minimize repeat incidents.
• Ensure adherence to ITIL practices and continuous improvement of incident management.

Skills:

• Strong problem-solving and analytical skills.
• Multi-tasking
• Excellent verbal and written communication.
• Ability to manage stress and handle complex situations effectively.
• Strong leadership with a focus on teamwork and collaboration.
• Proficiency in incident management tools and platforms (e.g., ServiceNow, Jira).

Work Environment:

• This role may require on-call availability and flexibility to manage incidents outside regular business hours.
• Ability to work under pressure in a high-paced and dynamic environment.