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Incident Management Associate
Incident Management Associate
INFOSUN TECHNOLOGY's logo

Incident Management Associate

Sanikha M's profile picture
Posted by Sanikha M
2 - 5 yrs
₹3L - ₹6L / yr
Chennai
Skills
IT operations
ITSM
ticketing
Incident management

Job Summary

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) 


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Shubham Vishwakarma

Full Stack Developer - Averlon
I had an amazing experience. It was a delight getting interviewed via Cutshort. The entire end to end process was amazing. I would like to mention Reshika, she was just amazing wrt guiding me through the process. Thank you team.
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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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Shubham Vishwakarma

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