05P - Incident Management

Overview

Lead the end-to-end management of incidents that impact customer services, with a focus on service restoration, coordination, and clear communication.

What you'll do

• Lead the management of incidents from identification through resolution, ensuring timely service restoration
• Orchestrate incident bridges and coordinate multiple technical teams and service partners during active incidents
• Own communication to customers and internal stakeholders throughout the incident lifecycle using defined communication plans
• Ensure incident priorities, impacts, and escalations are assessed accurately and consistently
• Drive post incident reviews, documenting root causes, actions taken, and improvement opportunities
• Partner with Problem Management to trigger deeper root cause analysis when required
• Monitor incident trends and metrics to identify recurring issues and opportunities for service improvement
• Maintain compliance with IT Service Management (ITSM) processes and continuously improve incident management execution

What you'll need

• Experience working within ITSM frameworks and incident management processes
• Hands on experience with ITSM tools such as ServiceNow or equivalent platforms
• Ability to lead and coordinate cross functional technical teams during high impact incidents
• Experience managing customer communications during service disruptions
• Familiarity with formal troubleshooting and root cause analysis methodologies
• Ability to manage multiple incidents, priorities, and stakeholders concurrently
• Experience documenting incidents, actions, and outcomes in structured systems

Nice to have

• ITIL Foundation certification v3 or v4 or higher
• Experience supporting large scale or enterprise customer environments
• Experience facilitating post incident reviews and driving corrective actions
• Comfort working with ambiguity while maintaining structured decision making
• Experience managing executive or senior stakeholder expectations during critical incidents

Details

• Location: Ahmedabad, Gujarat, India
• Hybrid-friendly work environment