We are looking for a proactive and customer-focused Incident Management Associate to oversee the end-to-end management of production incidents and ensure timely restoration of IT services. The ideal candidate will coordinate with cross-functional technical teams, drive incident resolution, facilitate stakeholder communication, and minimize business impact through effective incident management practices.

This role requires working in a 24x7 rotational support environment, including weekends and holidays, as per business requirements.

Key Responsibilities

Manage the complete lifecycle of Major and High-Priority Incidents from identification through resolution and closure.
Lead incident bridge calls and coordinate with application, infrastructure, cloud, network, database, and support teams to expedite resolution.
Ensure timely incident response, escalation, communication, and resolution in accordance with defined SLAs.
Monitor incident queues and prioritize issues based on business impact and urgency.
Provide regular status updates to business stakeholders, customers, and senior leadership during critical incidents.
Coordinate technical teams to identify workarounds and restore services as quickly as possible.
Conduct post-incident reviews (PIRs), document root causes, corrective actions, and lessons learned.
Track recurring incidents and collaborate with Problem Management teams to drive permanent resolutions.
Maintain incident documentation, dashboards, and reports for operational reviews and management reporting.
Ensure compliance with ITIL Incident Management processes and organizational governance.
Support change implementation activities and assess potential impacts during planned maintenance windows.
Identify opportunities for automation and continual service improvement to enhance operational efficiency.

Required Qualifications

Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
2–5 years of experience in Incident Management, IT Operations, Service Delivery, or Production Support.
Strong understanding of IT Service Management (ITSM) processes and ITIL best practices.
Experience managing Major Incidents in enterprise production environments.
Excellent communication, coordination, and stakeholder management skills.
Ability to work effectively under pressure in a fast-paced operational environment.
Willingness to work 24x7 rotational shifts, including weekends and public holidays.

Required Technical Skills

ITSM Tools: ServiceNow, BMC Remedy, Jira Service Management, or equivalent.
Monitoring Tools: Splunk, Dynatrace, AppDynamics, Datadog, Grafana, SolarWinds, or similar.
Ticketing and Incident Tracking Systems.
Microsoft Office Suite (Excel, PowerPoint, Word).
Basic understanding of cloud platforms (AWS, Azure, GCP) is desirable.
Familiarity with Linux/Windows environments, networking, databases, and enterprise applications is an advantage.

Preferred Qualifications

Experience supporting large-scale enterprise production environments.
Exposure to cloud-based applications, microservices, APIs, and DevOps environments.
Knowledge of Change Management, Problem Management, and Release Management processes.
Experience working with global teams across multiple time zones.

Preferred Certifications

ITIL Foundation Certification (Preferred)
ITIL Intermediate (Good to have)
Microsoft Azure Fundamentals / AWS Cloud Practitioner (Good to have)

Job Summary

This role requires working in a 24x7 rotational support environment, including weekends and holidays, as per business requirements.

Key Responsibilities

Manage the complete lifecycle of Major and High-Priority Incidents from identification through resolution and closure.
Lead incident bridge calls and coordinate with application, infrastructure, cloud, network, database, and support teams to expedite resolution.
Ensure timely incident response, escalation, communication, and resolution in accordance with defined SLAs.
Monitor incident queues and prioritize issues based on business impact and urgency.
Provide regular status updates to business stakeholders, customers, and senior leadership during critical incidents.
Coordinate technical teams to identify workarounds and restore services as quickly as possible.
Conduct post-incident reviews (PIRs), document root causes, corrective actions, and lessons learned.
Track recurring incidents and collaborate with Problem Management teams to drive permanent resolutions.
Maintain incident documentation, dashboards, and reports for operational reviews and management reporting.
Ensure compliance with ITIL Incident Management processes and organizational governance.
Support change implementation activities and assess potential impacts during planned maintenance windows.
Identify opportunities for automation and continual service improvement to enhance operational efficiency.

Required Qualifications

Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
2–5 years of experience in Incident Management, IT Operations, Service Delivery, or Production Support.
Strong understanding of IT Service Management (ITSM) processes and ITIL best practices.
Experience managing Major Incidents in enterprise production environments.
Excellent communication, coordination, and stakeholder management skills.
Ability to work effectively under pressure in a fast-paced operational environment.
Willingness to work 24x7 rotational shifts, including weekends and public holidays.

Required Technical Skills

ITSM Tools: ServiceNow, BMC Remedy, Jira Service Management, or equivalent.
Monitoring Tools: Splunk, Dynatrace, AppDynamics, Datadog, Grafana, SolarWinds, or similar.
Ticketing and Incident Tracking Systems.
Microsoft Office Suite (Excel, PowerPoint, Word).
Basic understanding of cloud platforms (AWS, Azure, GCP) is desirable.
Familiarity with Linux/Windows environments, networking, databases, and enterprise applications is an advantage.

Preferred Qualifications

Experience supporting large-scale enterprise production environments.
Exposure to cloud-based applications, microservices, APIs, and DevOps environments.
Knowledge of Change Management, Problem Management, and Release Management processes.
Experience working with global teams across multiple time zones.

Preferred Certifications

ITIL Foundation Certification (Preferred)
ITIL Intermediate (Good to have)
Microsoft Azure Fundamentals / AWS Cloud Practitioner (Good to have)

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About INFOSUN TECHNOLOGY

Founded :

2004

Type :

Services

Size :

20-100

Stage :

Profitable

About

N/A

Company social profiles

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