Service Operations Manager II - IN ( Night Shift )
ConfidentialGurgaon / Gurugram, India1 day ago
Job descriptionStrong problem-solving and analytical skills. Multi-tasking Excellent verbal and written communication. Ability to manage stress and handle complex situations effectively. Strong leadership with a focus on teamwork and collaboration. Proficiency in incident management tools and platforms (e.g., ServiceNow, Jira). This role may require on-call availability and flexibility to manage incidents outside regular business hours. Ability to work under pressure in a high-paced and dynamic environment.
Monday-Friday IST (9 : 30 to 6 : 30) Rotating weekend coverage (with days off in lieu)
Experience : 8 years of experience in Incident Management, IT service management, or a similar role.
Certifications : ITIL Foundation or higher certification is highly desirable but not mandatory
Job Description :
- The Incident Manager will be responsible for leading / managing the lifecycle of all high â€' priority incidents, unplanned interruptions, service degradations, and failures in IT services while minimizing impact on business operations and ensuring service restoration
- Ensure incidents are correctly logged, prioritized, categorized, and provide updates on incident status, impacts, resolution progress, and post-incident summaries.
- Collaborate and coordinate with technical support teams and relevant business units to ensure efficient incident resolution.
- Facilitate war room sessions and incident bridges for critical issues.
- Work closely with problem management to transition incidents into problem
- Analyse incident trends and make recommendations for changes to minimize repeat incidents.
- Ensure adherence to ITIL practices and continuous improvement of incident management.
Skills :
Work Environment :
Skills Required
Servicenow, It Service Management, Incident Management, Jira
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Operation Manager • Gurgaon / Gurugram, India