ABB - Incident Manager - Problem / Change Management

Note : If shortlisted, you will be invited for initial rounds on 6th December'25 (Saturday) in :

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.

Key Responsibilities :

• Act as Incident Commander for Sev1 / Sev2 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 :

Must Have Technical Knowledge :

Key Skills & Competencies :

KPIs Owned :

Desirable :

Additional Information :

(ref : hirist.tech)