Incident Management Specialist

Key Responsibilities :

• Lead and coordinate the incident management lifecycle , including detection, logging, classification, investigation, escalation, and resolution.
• Act as the central point of contact during high-priority (P1 / P2) or major incidents .
• Facilitate incident bridges and drive timely resolution by collaborating with cross-functional teams.
• Ensure proper incident documentation in ITSM tools (e.g., ServiceNow, Remedy, Jira).
• Communicate incident status and resolution updates to stakeholders, including executive summaries .
• Perform post-incident reviews (PIRs) , root cause analysis (RCA), and follow-up on corrective actions.
• Identify recurring issues and work with problem management to implement permanent fixes.
• Maintain and improve incident response playbooks , SOPs, and SLAs.
• Support 24x7 incident response operations, including participation in on-call rotation.
• Collaborate with security, infrastructure, application, and business continuity teams to ensure effective response to technical and security incidents.

Qualifications and Requirements :

Desirable Skills and Certifications :

Skills Required

Splunk, Appdynamics, Nagios, Itil