Incident Management Specialist
ConfidentialHyderabad / Secunderabad, Telangana30+ days ago
Job descriptionBachelor's degree in Information Technology, Computer Science, or related field. 3+ years of experience in incident management , IT support operations, or service desk coordination. Strong understanding of ITIL framework , especially incident and problem management processes. Experience using ITSM tools such as ServiceNow , BMC Remedy , or Ivanti . Excellent coordination, communication, and leadership skills under pressure. Ability to prioritize and manage multiple high-impact incidents simultaneously. Strong documentation and report-writing skills. ITIL v4 Foundation Certification or higher Familiarity with major incident management (MIM) procedures in large enterprise environments Experience with network, infrastructure, and application monitoring tools (e.g., Splunk, AppDynamics, Nagios) Exposure to cybersecurity incident handling is a plus Experience in regulated industries (e.g., finance, healthcare, government) is advantageous
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
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Incident Management Management • Hyderabad / Secunderabad, Telangana