Job Summary
Role Summary The Incident Manager is responsible for overseeing the end-to-end Incident Management process, ensuring timely restoration of services, minimizing business impact, coordinating cross-functional support teams, and maintaining governance discipline across incident handling activities. The role acts as a key coordination point for incident escalations, stakeholder updates, SLA performance reviews, and continual service improvement. Key Roles and Responsibilities Incident Lifecycle Management • Manage and monitor incidents from identification through resolution and closure. • Ensure incidents are logged, categorized, prioritized, assigned, and resolved as per defined process guidelines. • Track incident queues and drive timely updates from resolver groups. • Ensure adherence to Incident Management policies, workflow requirements, and governance standards. Service Restoration and Escalation Coordination • Coordinate with technical teams, resolver groups, vendors, and stakeholders to restore services efficiently. • Drive timely escalation where incidents are at risk of SLA breach or require additional support. • Ensure ownership clarity and follow-up on open, aged, breached, or business-impacting incidents. • Facilitate resolution-focused discussions and ensure action items are tracked to closure. Stakeholder Communication and Governance • Provide clear and timely communication on incident status, impact, progress, and next steps. • Act as a coordination point for operational updates and stakeholder follow-ups. • Support governance reviews with accurate inputs on incident trends, escalations, and performance. • Maintain transparency through structured reporting and regular follow-up cadence. SLA and Performance Monitoring • Monitor SLA compliance and highlight incidents approaching breach or requiring management attention. • Review incident performance metrics such as SLA achievement, MTTR, breached incidents, reopened incidents, and backlog trends. • Identify gaps in incident handling and recommend corrective actions. • Prepare daily, weekly, and monthly status reports as required by governance cadence. Problem Management and Continuous Improvement • Identify recurring incidents and share inputs for Problem Management review. • Participate in post-incident reviews and support root cause analysis discussions where required. • Track corrective and preventive actions related to incident trends and repeat failures. • Recommend process improvements, automation opportunities, and knowledge enhancements to improve resolution efficiency. Incident Manager - Job Description Page 3 Knowledge Management and Documentation • Ensure key learnings and resolution steps are documented for future reference. • Promote creation, update, and usage of knowledge articles to improve first-time resolution. • Maintain accurate handover notes, trackers, dashboards, and process documentation related to incident operations. Required Skills and Competencies • Strong understanding of ITIL Incident Management practices and ITSM operating models. • Hands-on experience working with ITSM tools such as ServiceNow. • Ability to coordinate multiple resolver groups and drive outcomes under time-sensitive conditions. • Strong written and verbal communication skills for stakeholder updates and governance reporting. • Analytical mindset with experience in tracking SLA, MTTR, incident trends, backlog, and aging incidents. • Good understanding of escalation management, service restoration, operational dashboards, and process compliance. • Ability to work collaboratively with Service Desk,
Key Responsibilities
2. To provide support for complex incidents, escalated by analysts, perform root cause analysis, and implement solutions to resolve technical & security issues.
3. To work on value adding activities such Knowledge base update & management, training freshers, coaching analyst.
4. To resolve complex tickets within agreed SLAs and collaborate with other support teams to ensure seamless operations & security posture.
5. To ensure positive customer experience and CSAT through First Call Resolution , minimum rejected resolutions / reopen Cases and mitigating security threats.