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TEKsystems
Incident Management SpecialistTEKsystems • Delhi, India
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Incident Management Specialist

Incident Management Specialist

TEKsystems • Delhi, India
5 days ago
Job description
About the Company

The Incident Management Specialist is responsible for coordinating the effective resolution of major incidents impacting critical services. This role focuses on incident coordination, stakeholder communication, and metrics tracking, without people management or team leadership responsibilities.

About the Role

This role focuses on incident coordination, stakeholder communication, and metrics tracking, without people management or team leadership responsibilities.

Responsibilities

Coordinate response activities for major incidents affecting critical business services Quickly assess incidents and identify the appropriate technical teams to engage Facilitate and lead incident bridges/calls, ensuring discussions remain focused on service restoration Capture and track incident actions, decisions, timelines, and recovery updates Provide clear, timely, and accurate status updates to senior stakeholders Maintain regular communication until full service restoration Monitor and track key incident metrics, particularly MTTR Support post-incident documentation, reporting, and summaries Ensure adherence to incident management processes and communication standards

Qualifications

3+ years of experience in Incident Management, IT Operations, or Service Management Exposure to 24x7 production support environments (preferred) Knowledge of ITIL processes (Incident, Problem, Change) ITIL Foundation certification is a plus

Required Skills

Strong background in Incident and Problem Management Good understanding of incident performance metrics, especially MTTR Ability to understand technical discussions and summarize them for non-technical audiences Excellent written and verbal communication skills Strong coordination and time-management skills in high-pressure situations

Preferred Skills

Experience in Incident Management, IT Operations, or Service Management Exposure to 24x7 production support environments Knowledge of ITIL processes

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Incident Management Specialist • Delhi, India

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