Categories: IT Service Management, Project Management, Incident Management

Job Description:

Key Responsibilities

• Critical Incident Management

  • Act as the Major Incident Manager for high-priority incidents, ensuring quick triage, resolution coordination, and stakeholder communication.

  • Drive war-room/bridge calls, engage the right SMEs, and apply AI/automation for triage and RCA acceleration.

  • Provide timely, executive-level updates and post-incident summaries.

• Problem Management

  • Lead proactive and reactive problem investigations, trend analysis, and RCA documentation.

  • Establish permanent fixes, preventive measures, and knowledge articles to avoid recurrence.

  • Collaborate with engineering and operations teams to strengthen resilience and stability.

• Service Operations Management

  • Knowledgeable in other ITSM processes: Change, Release, Request Fulfillment, and Knowledge Management.

  • Ensure SLA/OLA adherence, continual improvement, and governance across IT services.

• Full Stack Service Management

  • Collaborate with Apps, Infra, Cloud, DevOps, and security teams for end-to-end service visibility.

  • Monitor capacity, performance, and availability metrics for both infra and applications.

  • Enable proactive detection and predictive operations via observability and AIOps platforms.

• Automation & AI Enablement

  • Embed AI/ML into workflows for triage, RCA, and predictive incident management.

  • Implement automation, runbooks, and self-healing playbooks to reduce MTTR.

• Continuous Improvement

  • Apply Lean practices to eliminate waste, standardize workflows, and benchmark process performance.

  • Drive service reviews, RCA learnings, and proactive problem prevention strategies.

• Stakeholder Engagement

  • Provide executive-ready reporting on critical incidents, problem trends, and service health.

  • Partner with business stakeholders to translate operational data into actionable strategies.

Primary Skills

• Critical Incident Management – managing end-to-end lifecycle of P1/P2 incidents, rapid triage, war-room leadership, stakeholder communications, RCA input.

• Problem Management – root cause analysis, trend analysis, permanent fix enablement, and preventive measures.

Required Skills & Qualifications

• Bachelor’s degree in Computer Science, IT, or related field.

• 8-12 years of experience in IT Service Management / IT Operations with direct expertise in Critical Incident Management and Problem Management.

• Strong knowledge of ITIL v4 practices; ITIL certification preferred.

• Hands-on experience with ITSM tools (ServiceNow, BMC Remedy, etc.).

• Familiarity with observability/automation platforms (ServiceNow ITOM, Splunk, Dynatrace, AppDynamics, AIOps, RPA).

• Understanding of DevOps, SRE, and cloud service models (AWS, Azure, GCP).

• Excellent stakeholder management and communication skills.

Preferred Skills

• Experience with AI/ML-driven operations for incident and problem management.

• Knowledge of Agile/DevOps delivery models.

• Exposure to multi-supplier governance and integration.

• Ability to mentor junior analysts in incident and problem management practices.

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