Service Operations Manager II - IN ( Night Shift )

The Incident Manager will be responsible for leading and managing the lifecycle of all high-priority IT incidents, minimizing business impact, and ensuring service restoration. This involves logging, prioritizing, categorizing incidents, providing updates, collaborating with technical teams, facilitating war room sessions, and transitioning incidents to problem management. The role also includes analyzing incident trends for continuous improvement and ensuring adherence to ITIL practices.

Must Have

• Lead/manage the lifecycle of all high-priority incidents, unplanned interruptions, service degradations, and failures in IT services.
• Minimize impact on business operations and ensure service restoration.
• Ensure incidents are correctly logged, prioritized, categorized.
• Provide updates on incident status, impacts, resolution progress, and post-incident summaries.
• Collaborate and coordinate with technical support teams and relevant business units.
• Facilitate war room sessions and incident bridges for critical issues.
• Work closely with problem management to transition incidents into problems.
• Analyse incident trends and make recommendations for changes to minimize repeat incidents.
• Ensure adherence to ITIL practices and continuous improvement of incident management.
• 8 years of experience in Incident Management, IT service management, or a similar role.
• 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).

Good to Have

• ITIL Foundation or higher certification

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.