Incident Manager

Solugenix is a leader in IT services delivering cutting-edge technology solutions exceptional talent and managed services to global enterprises. With extensive expertise in highly regulated and complex industries we are a trusted partner for integrating advanced technologies with streamlined processes. Our solutions drive growth foster innovation and ensure compliance-providing clients with reliability and a strong competitive edge.

Recognized as a 2024 Top Workplace Solugenix is proud of its inclusive culture and unwavering commitment to excellence. Our recent expansion with new offices in the Dominican Republic Jakarta and the Philippines underscores our growing global presence and ability to offer world-class technology solutions. Partnering with Solugenix means more than just business-it means having a dedicated our financial client focused on your success in todays fast-evolving digital world.

Job Title : Incident Manager Mid Level

Location : Hyderabad

Position : Full Time

Work Mode : Work from Office

Required Experience : 3-6 years

Timings : 24 / 7 Rotational Shifts

Job Summary :

The experienced support analyst will be responsible for monitoring different applications related to alerts service now tickets Chat pings and ensure they are addressed in timely manner. The support team handles the L1 activities and escalates the issues to next level teams as and when needed.

Role and Responsibilities :

Monitor and ensure incoming P1 and P2 incidents are assigned accurately categorized and prioritized.

Assess the impact and severity of incidents making real-time decisions to escalate as necessary based on predefined procedures.

Collaborate with cross-functional teams including technical and non-technical stakeholders to ensure effective incident resolution.

Maintain clear and constant communication throughout the incident lifecycle providing updates and status reports to stakeholders leadership and users.

Facilitate post-incident reviews to identify root causes and contributing factors of incidents ensuring that corrective and preventive actions are implemented.

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.

Collaborate with the Incident Management team to develop and refine incident response processes workflows and best practices.

Ensure alignment with ITIL or other industry-standard frameworks to optimize incident management procedures.

Flexibility to work in 24 / 7 rotational shifts i.e. early morning afternoon night and weekend shifts.

Key Skills :

1. 3 to 6 years experience in a support analyst role

2. Strong understanding of IT infrastructure systems and applications.

3. Excellent problem-solving skills and the ability to make sound decisions under pressure.

4. Exceptional communication and interpersonal skills to interact with stakeholders at various levels.

5. Bachelors degree in information technology Computer Science or related field.

6. Experience in Service now JIRA ITSI

7. Certifications such as ITIL Certified Information Systems Security Professional (CISSP) or Certified Incident Manager (CIM) are a plus.

8. Analytical mindset with the capability to drive trend analysis and implement process improvements.

9. Willing to work in 24 / 7 rotational shifts.

Education & Certifications : Bachelors degree Computer Science or related field.

Key Skills

Restaurant Experience,Customer Service,Employee Evaluation,Management Experience,Math,Employment & Labor Law,Sanitation,Leadership Experience,P&L Management,Mentoring,Supervising Experience,Restaurant Management

Employment Type : Full Time

Experience : years

Vacancy : 1