SME - Incident Management, ServiceNow
India
Job Description
Job Summary : Provide strategic leadership and governance for incident management, owning major incidents, complex escalations, and continuous improvement to ensure minimal business impact and high service reliability.
SME - Incident Management, ServiceNow
Bangalore, Karnataka
Job Summary
Job Summary : Provide strategic leadership and governance for incident management, owning major incidents, complex escalations, and continuous improvement to ensure minimal business impact and high service reliability.
Job Responsibilities : Own end‑to‑end Incident Management process across the organization\r\nAct as final escalation point for critical and complex incidents (P1/P2 / Major Incidents)\r\nLead Major Incident (MI) bridges, decision‑making, and cross‑tower coordination\r\nEnsure timely communication to stakeholders and leadership during incidents\r\nDrive root cause alignment with Problem Management and Engineering teams\r\nDefine, monitor, and improve incident KPIs, SLAs, SLOs, and MTTR\r\nEnsure adherence to ITIL processes, SOPs, and governance standards\r\nIdentify trends, systemic issues, and drive preventive and automation initiatives\r\nMentor L1/L2 Incident Managers and ensure operational readiness\r\nLead post‑incident reviews (PIRs) and track corrective actions
The Tools & Automation Engineer plays a crucial role in enhancing operational efficiency through the development and maintenance of automation tools. This position focuses on asset management and ITIL processes, ensuring that all solutions align with organizational standards for quality and cost. The engineer will work collaboratively to deliver high-quality code and support existing projects while responding to client requests.
Key Responsibilities
1. Ensure On-Time Resolution And Quality Compliance Of Escalated Incidents By Utilizing Itil Frameworks And Incident Management Best Practices, Adhering Strictly To Agreed Slas.
2. Mentor Administrators And Team Members By Preparing Standard Operating Procedures And Maintaining Effective Documentation, While Actively Engaging In Knowledge Sharing Within The Team.
3. Validate Change Order Implementation Plans And Ensure Compliance With Human Error Protocols, While Contributing To Capacity Planning Initiatives To Optimize Resource Allocation.
4. Foster Positive Customer Relationships By Actively Participating In Customer Meetings To Understand Issues And Provide Solutions That Enhance Overall Satisfaction.
5. Conduct Thorough Analyses, Including Root Cause And Trend Analyses, And Prepare Reports To Present Findings To Key Business Stakeholders, Supporting Continuous Performance Improvement.
2. Mentor Administrators And Team Members By Preparing Standard Operating Procedures And Maintaining Effective Documentation, While Actively Engaging In Knowledge Sharing Within The Team.
3. Validate Change Order Implementation Plans And Ensure Compliance With Human Error Protocols, While Contributing To Capacity Planning Initiatives To Optimize Resource Allocation.
4. Foster Positive Customer Relationships By Actively Participating In Customer Meetings To Understand Issues And Provide Solutions That Enhance Overall Satisfaction.
5. Conduct Thorough Analyses, Including Root Cause And Trend Analyses, And Prepare Reports To Present Findings To Key Business Stakeholders, Supporting Continuous Performance Improvement.
Skill Requirements
1. Strong Understanding Of Incident Management Principles And Itil Best Practices
2. Proficiency In Service Management Tools Such As Servicenow, Bmc Remedy, Or Ca Service Desk
3. Excellent Analytical Skills For Conducting Root Cause And Trend Analyses
4. Effective Communication And Presentation Skills To Engage With Stakeholders
2. Proficiency In Service Management Tools Such As Servicenow, Bmc Remedy, Or Ca Service Desk
3. Excellent Analytical Skills For Conducting Root Cause And Trend Analyses
4. Effective Communication And Presentation Skills To Engage With Stakeholders
Other Requirements
1. Itil Foundation Certification Is Preferred
2. Servicenow Administrator Certification Is Optional But Valuabl
Skill Requirement : ITIL 4 Incident & Major Incident Management (Expert level)\r\nCrisis management and executive communication\r\nStrong understanding of IT infrastructure, applications, and cloud operations\r\nAnalytical skills for incident trend analysis and reporting\r\nTool expertise (ServiceNow or equivalent ITSM platforms)
Other Requirement : Calm decision‑making under pressure\r\nStrong stakeholder and leadership management\r\nInfluencing cross‑functional teams\r\nExcellent verbal and written communication\r\nCoaching and governance mindset
Information at a Glance