Job description
Role - Service Operations Manager IV - IN ( MIM)
Shift - APAC shift (5:00 am IST – 2:00 pm IST) - Wed to Sunday
Location: WFH/Hybrid
Experience - 10+ yrs of experience
We are looking for a passionate Incident Manager to join our Global Operations team to lead and coordinate the resolution of critical and high-priority incidents during assigned shifts, ensuring minimal business impact and adherence to defined service levels. This role will be responsible for serving as front-line leadership during Major Incidents. This will include, but is not limited to communicating technical concepts, status and business impact to leadership both internally as well as with our customers. This individual will need to be confident running a cross-functional war room both in writing via teams as well as on audio/visual calls.
To be a successful incident manager, you should have an understanding of basic Infrastructure knowledge and an aptitude for learning new technologies and procedures. Ultimately, an outstanding incident manager should excel at multitasking and remain focus and calm during major incidents.
Incident Manager Responsibilities:
- Manage, assign, communicate, and escalate the incident response during a major incident.
- Oversee the incident management process and help drive the investigation in resolving the incident by performing the role of an incident commander
- Lead incident bridge calls and coordinate technical teams to drive swift resolution.
- Ensure timely incident logging, classification, investigation, escalation, and closure.
- Maintain real-time documentation of incident progression and updates to stakeholders.
- Communicate with upper management during major production incidents
- Assist and collaborate with the service management team members by prioritizing workloads and re-scheduling non-urgent tasks.
- Drive post-incident reviews (CIRs) and RCA activities to identify root causes and preventive actions
Shift leadership:
- Lead the shift team and assign responsibilities to on-duty engineers.
- Ensure shift handovers are thorough and well-documented.
- Provide support and guidance to teams for ticket triage and prioritization.
- Monitor shift performance, SLAs, and ticket queues.
- Serve as the decision-maker during critical incidents when senior leadership is not available
- Provide regular updates to SLT and impacted stakeholders during major incidents and address their queries
- Send timely notifications and incident summaries as per communication guidelines.
- Coordinate with cross-functional teams and vendors.
Required Skills & Experience:
- 10+ years of experience in IT Operations/Incident Management, preferably in a global support environment.
- Strong leadership skills with the ability to manage teams in high-pressure situations.
- Excellent communication and stakeholder management skills.
- Hands-on experience with ITSM tools (e.g., ServiceNow, PagerDuty, Jira).
- Good understanding of ITIL framework (ITIL Foundation certification preferred).
- Technical awareness of infrastructure (servers, networks, cloud) and enterprise applications.
- Experience working in 24x7 environments and on-call availability
