Job Description:
Job description: Incident management role
The IT Infrastructure Incident Manager is responsible for managing the lifecycle of all
unplanned interruptions or reductions in IT services. This role ensures that incidents are
resolved quickly and efficiently to minimize business impact and maintain service quality.
The role requires strong coordination, communication, and analytical skills to lead cross-
functional teams during high-pressure situations.
Key Responsibilities:
? Incident Response & Coordination:
o Understand the impact and effectively communicate the same to leadership
team.
o Lead the response to critical IT infrastructure incidents, ensuring timely
resolution.
o Coordinate with technical teams (network, server, cloud, security) to diagnose
and resolve issues.
o Escalate incidents appropriately and ensure proper communication with
stakeholders.
? Incident Lifecycle Management:
o Oversee the end-to-end incident management process from detection to
closure.
o Ensure incidents are logged, categorized, prioritized, and resolved within SLA
timelines.
o Maintain accurate and detailed incident records for audit and analysis.
? Communication & Reporting:
o Serve as the primary point of contact for incident-related communication.
o Provide regular updates to business stakeholders and leadership during
major incidents.
o Prepare post-incident reports and root cause analyses (RCAs).
? Process & Improvement:
o Conduct post-incident reviews and identify opportunities for process
enhancements.
o Collaborate with Problem Management to identify recurring issues and
implement preventive measures.
o Contribute to the development and maintenance of incident management
policies and procedures.
o Handling Regulatory, Internal audit etc
? Monitoring & Proactive Management:
o Monitor IT infrastructure for potential issues and proactively address them.
o Use monitoring tools and dashboards to detect anomalies and trigger early
interventions.
Required Skills & Qualifications:
? Bachelor’s degree in information technology, Computer Science, or related field.
? 5+ years of experience in IT infrastructure or service management roles.
? Basic knowledge of infra components – Servers, platform, Storage, DB, Middleware
Security & Networks
? Strong knowledge of ITIL framework (ITIL v4 certification preferred).
? Experience with incident management tools (e.g., ServiceNow, BMC Remedy).
? Monitoring tools knowledge (Prometheus, VROPS, SDWAN etc) will be added
advantage
? Excellent communication, leadership, and stakeholder management skills.
? Ability to work under pressure and manage multiple priorities.
Preferred Certifications:
? ITIL Foundation or Intermediate
? PMP or PRINCE2 (optional)
? Microsoft, Cisco, CCNA certifications (depending on infrastructure stack)
