Integrated Incident Manager

Job Title : ITSM Manager

Location : Kochi / Trivandrum

Position Type : Full-Time

Job Summary :

We are looking for an experienced

ITSM Manager

to lead

Incident Management ,

Major Incident Management ,

Problem Management , and

Availability Management

across the enterprise. The role ensures service restoration, operational stability, and continuous service improvement through effective leadership and process governance.

Key Responsibilities :

Manage the

Incident Management

process and ensure SLA / OLA compliance.

Lead

P1 / P2 Major Incidents , coordinate resolver teams, and communicate with stakeholders.

Drive

Problem Management

with root cause analysis and preventive actions.

Monitor and report on service availability and performance metrics.

Collaborate with

Change

and

Release

teams to prevent recurring issues.

Generate reports, maintain dashboards, and support audits.

Mentor junior team members and promote knowledge sharing.

Skills & Experience :

5+ years of experience in

ITSM

and

Operations Management .

Strong knowledge of

ITIL

processes and experience with

ITSM tools

like

ServiceNow

or

Manage Engine .

Expertise in

Root Cause Analysis , trend analysis, and service improvement.

Familiarity with

SolarWinds ,

Dynatrace ,

Splunk , and

Cloud Watch .

Strong communication and leadership skills.

ITIL Foundation certification

preferred.

Interested candidates can share their CV to

cv.hr@evokhr.com .