Manager - Incident Management Information Technology jobs at solugenix in Hyderabad - IT and Government Jobs @ career updates latest

Job Summary:

Provides leadership and oversight to the incident management group. Oversees team efforts and plays a critical role in ensuring critical incidents are resolved in a timely manner while minimizing disruptions to business operations. Responsible for overseeing the entire major incident lifecycle. Resolve service requests and associated service issues in real time. Proactively monitor open P1, P2 tickets and resolve within the contracted service levels. Ensures effective post processing of service requests through documentation.

Role and Responsibilities:

Led and manage a small team of incident managers and Triage associates.
Ensure that all incoming P1 and P2 incidents are responded, resolved within SLA defined.
Drive service improvement and efficiency in the teams handled with an eye for automation and quality.
Assess the impact and severity of incidents, making real-time decisions to escalate as necessary based on predefined procedures.
Lead and manage "Bridge Calls", guiding the team to implement appropriate actions.
Collaborate with cross-functional teams towards incident resolution, permanent fix via problem management and service improvement.
Maintain clear and constant communication throughout the incident lifecycle, providing updates and status reports to stakeholders, leadership, and users.
Timely communication on Major Incidents communication to the IT leadership and business users as agreed with the client.
Facilitate post-incident reviews to identify root causes and contributing factors of incidents, ensuring that corrective and preventive actions are implemented.
Document incident details, response actions, and resolutions for reference and reporting purposes.
Generate comprehensive incident reports, highlighting key findings, outcomes, and recommendations for improvement.
Ensure alignment with ITIL or other industry-standard frameworks to optimize incident management procedures.
Identify training needs, skill and capability estimation, people management, performance appraisals, shift roster, ensure effective shift handover and
timely reporting to higher management and other stakeholders

Key Skills:

8+ to 10 years total IT experience in the Incident Management role, with 5+ years in leading the team.
Strong understanding of IT infrastructure, systems, and applications.
Exceptional communication and interpersonal skills in interacting with associates across the regions, this is non-negotiable.
Excellent problem-solving skills and the ability to make sound decisions under pressure.
Familiarity with ITIL or other IT service management frameworks such as Incident Management, Problem Management and Change Management and experience in ServiceNow, Jira,
Experience with Service Now dashboards, JIRA, Operations Support, ITSI monitoring tools.
Leadership qualities and the ability to lead and coordinate teams during incident response.
Certifications such as ITIL, Certified Information Systems Security Professional (CISSP), or Certified Incident Manager (CIM) are a plus.
Bachelor’s degree in information technology, Computer Science, or related field;