Incident Manager (Global SaaS Operations)

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At ABB, we help industries outrun - leaner and cleaner. Here, progress is an expectation - for you, your team, and the world. As a global market leader, we’ll give you what you need to make it happen. It won’t always be easy, growing takes grit. But at ABB, you’ll never run alone. Run what runs the world.

This Position reports to :

Digital Platform Operations Specialist

Position Overview

We are seeking an experienced Incident Manager to lead end-to-end response for high-severity incidents across our global SaaS platforms. This role acts as the single point of coordination during outages, ensuring timely triage, clear stakeholder communication, rapid service restoration, and strong post-incident governance aligned to ITIL. The ideal candidate combines calm, decisive leadership with solid technical acumen in cloud-native environments.

Work Model : - #LI-Hybrid

This role belongs to ABB Process Automaton Digital Division based out at ABB Innovation Center, Brigade Southfield- Bangalore- India.

Key Responsibilities

Act as Incident Commander for Sev‑1 / Sev‑2 events; run bridges / war rooms, drive parallel workstreams, and ensure clear decision logs and ownership.

Assess business impact, prioritize recovery actions, and coordinate across Dev / SRE, Platform, Security, and Vendor teams.

Issue timely internal / external communications (initial, updates, RCA / PIR) and maintain executive‑ready status dashboards during incidents.

Define and maintain Incident, Change, and Problem workflows, SOPs, and runbooks; ensure ITIL alignment and continuous improvement.

Partner with Change Management to review risk, quality gates, and change freezes; reduce repeat incidents and change‑related failures.

Oversee access management during incidents (break‑glass, least privilege) and conduct post‑event access reviews.

Own weekly / monthly reporting (KPIs / SLAs / SLOs, trend analysis, recurring faults) and drive corrective actions with owners and deadlines.

Manage stakeholders and customers with calm, credible updates, action plans, and clear expectations.

Capture lessons learned, update knowledge articles / runbooks, and coach teams on best practices.

Required Qualifications

Bachelor’s degree in IT, Computer Science, or related field.

6+ years in Incident Management within 24×7 global operations.

ITIL Foundation certification (required); ITIL Intermediate / Managing Professional is a plus.

Proven experience leading major incidents with multi‑team coordination and executive communication.

Excellent written and verbal communication; able to articulate complex issues to technical and non‑technical audiences.

Strong analysis, prioritization, and decision‑making under pressure.

Must‑Have Technical Knowledge

Microsoft Azure (Monitor, Log Analytics / App Insights, core compute / networking).

Kubernetes / AKS operations fundamentals.

Windows & Linux operational basics.

ServiceNow (Incident / Change / Problem) for ITSM processes.

PagerDuty for on‑call management and escalation policies.

Salesforce for customer case and communication workflows.

Key Skills & Competencies

Customer‑centric, process‑driven, and results‑oriented.

Strong stakeholder management; ability to influence without authority.

Structured, detail‑oriented, and excellent facilitation / bridge leadership.

Comfortable working across time zones in a fast‑moving environment.

KPIs Owned

MTTA / MTTR; incident volume and severity distribution.

SLA / SLO adherence; repeat incident rate; problem backlog burn‑down.

Change failure rate linked to incidents; time‑to‑RCA / PIR closure.

Timeliness and quality of communications; runbook coverage and freshness.

Desirable

Deeper Azure / Kubernetes / SRE experience (scaling, resiliency, observability).

Advanced ITIL certifications (Change, Problem, Service Operations).

Familiarity with monitoring / observability stacks (Prometheus / Grafana, Azure Monitor).

Additional Information

Weekend and on-call support may be required on a rotational basis.

Coordination with customers and teams across multiple regions / time zones.

More about us : -

The mission of PA Digital group within ABB Industrial Automation business is to provide next generation Artificial Intelligence enabled Industry Analytics solutions that addresses the needs of an Industry 4.0 driven ecosystem to further strengthen ABB Ability™ offerings to enable us achieve the fair share of huge market.

The group will accelerate digital capabilities through a Horizontal, reusable and still Industry Rich Analytics Platform to excel in IoT and system integration, coupled with Predictive modeling and Transformative Analytics Apps and Solutions Machine Learning enabled Analytics Platform

We value people from different backgrounds. Apply today for your next career step within ABB and visit www.abb.com to learn about the impact of our solutions across the globe. #MyABBStory

We value people from different backgrounds. Could this be your story? Apply today or visit www.abb.com to read more about us and learn about the impact of our solutions across the globe.

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