Incident Manager

Required Skills:

- 5+ years of experience as an incident manager.

- Strong ITSM experience (incident, change, and problem management).

- Proven ability to provide solutions for optimization and process improvement around ITSM and reoccurring incidents.

- Experience with daily operational incident tickets (not major incidents).

- Service Now experience for managing tickets, reporting, and tracking incidents.

- Analytical mindset, ability to identify and report trends and reoccurring incidents.

Desired Skills:

- ITIL 4 Practitioner: Incident Management certification.

- Power BI reporting and dashboarding experience.

Day-to-Day :

- The Incident Manager plays a key role in maintaining the overall health of IT Service Management (ITSM) processes by actively supporting change, problem, and incident management workflows; ensuring timely resolution, minimizing disruptions, and driving continuous improvement across service operations.

- You will serve as the first line of escalation for approximately 20% of applications during off-hours when the front-line support team is unavailable.

- Your responsibilities will include monitoring incoming tickets, ensuring timely progress on unresolved issues, and triaging with cross-functional teams to drive resolution.

- You will analyze recurring incidents to identify trends and generate detailed reports using ServiceNow and PowerPoint for handoff to the front-line team.

- A key part of your role will be to propose and implement process improvements aimed at reducing repeat issues, including opportunities for automation and self-healing solutions.

- Your ability to deep dive into daily operations and proactively identify optimization scenarios will be critical to enhancing overall system reliability and support efficiency.

- You will use ServiceNow to register and track all incidents or events reported by users.

- This role requires you to be available to start your shift around 10-11am IST.

Compensation:

$14-$17 USD per hour.