Looking For Incident Manager!! Hyderabad

Tech Mahindra · Hyderabad, Telangana · Posted Yesterday

About this role

Job Description for Incident Manager • Major Incident Response: Lead the end-to-end Major Incident Management process. Establish and command technical bridge calls, direct troubleshooting efforts, and ensure swift resolution of P1 and P2 incidents. • Stakeholder Communication: Draft and distribute clear, timely, and accurate communications to stakeholdersincluding executive leadership and customer support—throughout the lifecycle of an incident. • Process Ownership: Govern and enforce the standard ITIL Incident Management process across all technical teams to ensure consistency and efficiency. • Post-Incident Reviews (PIR): Facilitate blameless post-mortem meetings. Document timelines, identify root causes (in handoff to Problem Management), and track preventative action items to completion. • Metrics & Reporting: Monitor and report on key performance indicators (KPIs) such as Mean Time to Acknowledge (MTTA) and Mean Time to Resolution (MTTR). Use data to identify trends and recommend process improvements. • On-Call Coordination: Manage the on-call escalation matrix and ensure that the right subject matter experts are engaged promptly during off-hours emergencies. • Tooling & Automation: Work with ITSM administrators to optimize incident workflows, alerting integrations, and ticketing systems (ServiceNow) Required Qualifications • Experience: 10+ years' experience with 3+ years of dedicated experience in IT Incident Management, IT Operations, or a closely related Service Mana