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Open nowFirst seen 3 days ago

Incident Manager (IT Operations) Remote

Techsurge Private Limited40 open roles

Where
Remote
Work mode
Remote
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Your applicationOpen nowIncident Manager (IT Operations) RemoteTechsurge Private Limited · Remote

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The clock on this job

Early applications get read.

12.3% of postings close within 7 days. Measured by our own scanner across the market.

Share of postings closed within
  1. 2.1%1 day
  2. 4.5%3 days
  3. 12.3%7 days
  4. 19.3%14 days
  5. 35.6%30 days
  6. 57.8%60 days
This job: first seen 3 days ago

The posting

Key Responsibilities

Incident Management

  • Lead and coordinate the resolution of major incidents to ensure rapid service restoration.
  • Own the end-to-end Incident Management lifecycle, from incident detection through closure.
  • Assess incident severity, business impact, and prioritization in accordance with established procedures.
  • Ensure incidents are logged, categorized, prioritized, escalated, and resolved within agreed SLAs.
  • Chair and facilitate Major Incident bridge calls and war-room activities.

Stakeholder Communication

  • Provide timely and accurate communications to business stakeholders, customers, and management during major incidents.
  • Prepare and distribute incident status updates, executive summaries, and notifications.
  • Maintain clear communication channels between technical support teams and business stakeholders.

Escalation & Coordination

  • Act as the primary escalation point for critical and high-priority incidents.
  • Coordinate activities across Infrastructure, Network, Application, Security, Cloud, and Vendor support teams.
  • Ensure all support groups remain focused on resolution activities and meet agreed response timelines.

Problem Management & Root Cause Analysis

  • Conduct and facilitate post-incident reviews (PIRs) and lessons-learned sessions.
  • Drive Root Cause Analysis (RCA) activities for major and recurring incidents.
  • Track and monitor corrective and preventive actions to ensure closure and prevent recurrence.
  • Collaborate with Problem Management teams to identify underlying issues and long-term solutions.

Reporting & Continuous Improvement

  • Monitor incident trends, service performance metrics, and operational KPIs.
  • Prepare regular management reports, dashboards, and service reviews.
  • Identify opportunities to improve incident management processes, tools, and operational effectiveness.
  • Recommend and implement process improvements based on trend analysis and industry best practices.

Governance & Compliance

  • Ensure compliance with Incident Management policies, procedures, and ITIL standards.
  • Support audits and governance activities related to IT Service Management processes.
  • Maintain accurate documentation of incidents, RCA reports, and operational procedures.

Required Qualifications

  • Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field.
  • ITIL Foundation certification (ITIL Intermediate/Managing Professional preferred).
  • Relevant certifications in IT Service Management or Operations Management are advantageous.

Experience

  • 5+ years of experience in IT Operations, Service Management, or Incident Management.
  • Proven experience managing Major Incidents in complex enterprise environments.
  • Experience working with ITSM tools such as ServiceNow, BMC Remedy, Jira Service Management, or similar platforms.
  • Experience coordinating cross-functional technical teams and vendors.

Key Skills & Competencies

  • Strong Incident and Major Incident Management expertise.
  • Excellent stakeholder management and communication skills.
  • Strong analytical and problem-solving abilities.
  • Ability to perform under pressure and manage multiple priorities simultaneously.
  • Knowledge of ITIL Service Management framework.
  • Strong reporting, documentation, and presentation skills.
  • Leadership, facilitation, and decision-making capabilities.
  • Experience with SLA, KPI, and operational performance management.

Key Performance Indicators (KPIs)

  • Mean Time to Restore Service (MTRS/MTTR).
  • SLA compliance rate.
  • Number of recurring incidents.
  • Major incident resolution time.
  • Quality and completion rate of RCA reports.
  • Stakeholder satisfaction scores.
  • Reduction in business-impacting incidents.
  • Incident trend improvement and process enhancement achievements.
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