Incident Management Specialist

Job Description : Incident, Problem, Change and Release Management Team

Location : Chennai / Pune / Hyderabad

Experience : 10-12 Years

Shift : Rotational 24 / 7

Overview

We are seeking highly motivated professionals to join our Incident, Problem, Change, and Release Management team in USI. The team operates in a 24x7 environment and plays a critical role in maintaining system stability, ensuring timely resolution of incidents, coordinating releases, and driving continuous improvement across ITSM processes.

Responsibilities

Own and execute the Incident Management process, ensuring protocols are diligently followed.

Respond to Problem Tickets and Incidents, coordinating with application and business teams to identify root causes.

Assess and classify Priority and Severity based on business impact.

Log and track all incidents and resolutions for trend analysis and process improvements.

Drive and coordinate problem triage sessions with delivery and incident management teams via MS Teams or Zoom bridge calls.

Manage end-to-end communication with IT and business stakeholders for P1 and P2 incidents.

Coordinate with Release Managers, DevOps, and Application Teams for major and semi-major releases, ensuring smooth deployment communication between onsite and offshore teams.

Support release / deployment coordination activities via chat and bridge calls.

Create and maintain SOPs, process documentation, and Wiki pages.

Participate in cross-training and contribute to team process improvements .

8–12 years of experience in ITSM processes, specifically Incident and Problem Management.

Strong understanding of Change and Release Management processes.

Experience with ServiceNow for service management.

Familiarity with Azure DevOps and its release planning workflows (preferred).

Excellent communication, analytical, and problem-solving skills.

Strong organizational and time management abilities.

Self-motivated team player willing to work in a 24x7 shift environment.

Ability to collaborate effectively across global teams.

Lead the USI team ensuring 24x7 coverage and effective shift handovers.

Publish and maintain the monthly shift roster; act as POC for escalations.

Skill Set Must Have :

ITIL : Incident & Problem Management knowledge

Service Management : ServiceNow

MS Office Tools : Word, Excel, PowerPoint, MS Teams

Good to Have :

ITIL : Change & Release Management knowledge

Azure DevOps experience

Wiki creation and documentation

MS Visio proficiency

Exposure to Zoom & Skype

Experience working with global clients or in banking / auditing domains

Preferred Certifications

ITIL V3 / V4 Foundation

ITIL Intermediate