Incident Manager – Fault Management

at NLTS INDIA PVT LTD

Incident Manager – Fault Management

NLTS INDIA PVT LTD

Company

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Incident Manager – Fault Management

at NLTS INDIA PVT LTD

Posted by Hr Neev

6 - 10 yrs

₹5L - ₹14L / yr

Gurugram, Mumbai, Pune

Skills

Incident management

Fault Management

Job Title: Incident Manager – Fault Management

Function: Incident, Problem & Change Management

Department: NOC Operations / Command Centre / Service Operations

Experience: 6–10 Years

Employment Type: Full-Time

Shift: 24x7 Rotational (as per business requirement)

Location: Gurgaon / Mumbai / Pune (or as per project needs)

Job Summary

We are looking for an experienced Incident Manager to lead fault management operations, ensuring rapid restoration of services and minimal business impact. The role focuses on Incident, Problem, and Change Management, acting as a central point of coordination during major incidents and ensuring compliance with ITIL processes, SLAs, and governance standards.

The ideal candidate will have strong operational leadership, stakeholder communication, and escalation management skills within complex IT / Telecom environments.

Key Responsibilities

Incident Management

Own and manage P1/P2/P3 incidents end-to-end in line with ITIL standards.
Act as Incident Commander during major incidents, leading bridge calls and coordinating technical teams.
Ensure timely incident detection, logging, categorization, prioritization, and resolution.
Drive restoration efforts and ensure adherence to SLAs, OLAs, and KPIs.
Provide regular incident status updates to customers, management, and stakeholders.
Ensure proper incident documentation, closure notes, and audit readiness.

Fault Management & Monitoring

Oversee proactive fault detection through NOC monitoring tools.
Ensure alarms and alerts are correlated, triaged, and assigned appropriately.
Coordinate with L2/L3 engineering teams for fault isolation and resolution.
Identify recurring faults and initiate preventive actions.

Problem Management

Lead Root Cause Analysis (RCA) for recurring and major incidents.
Facilitate Post-Incident Reviews (PIRs) and track corrective and preventive actions (CAPA).
Maintain problem records and trend analysis to reduce repeat incidents.
Work closely with engineering and vendors to drive permanent fixes.

Change Management

Govern changes to production environments to minimize risk.
Review and validate Change Requests (CRs), MOPs, rollback plans, and impact assessments.
Participate in CAB (Change Advisory Board) meetings.
Ensure changes are executed as per approved windows with pre/post validation.
Track change-related incidents and drive improvement actions.

Stakeholder & Vendor Coordination

Act as a single point of contact during service-impacting events.
Coordinate with internal teams, service providers, OEMs, and vendors.
Manage customer communication during outages and critical events.
Escalate issues appropriately to senior management when required.

Governance, Reporting & Continuous Improvement

Prepare and publish incident, problem, and change management reports (daily/weekly/monthly).
Monitor and improve operational KPIs and SLA performance.
Drive process improvements aligned with ITIL best practices.
Maintain SOPs, runbooks, escalation matrices, and communication templates.
Support audits, compliance reviews, and regulatory requirements (if applicable).

Required Skills & Competencies

Technical & Process Skills

Strong expertise in ITIL Incident, Problem, and Change Management.
Experience working in NOC / Command Centre / Telecom / Enterprise IT Operations.
Good understanding of infrastructure domains:
Network (LAN/WAN/SD-WAN)
Security (Firewalls, SOC coordination)
Data Center / Cloud (basic understanding)
Familiarity with monitoring tools (SolarWinds, Netcool, Splunk, PRTG, etc.).
Hands-on experience with ITSM tools such as ServiceNow, Remedy, Helix, Jira.

Soft Skills

Strong leadership and decision-making abilities during high-pressure situations.
Excellent verbal and written communication skills.
Strong stakeholder and customer management capability.
Analytical mindset with attention to detail.
Ability to work independently and in cross-functional teams.

Education & Certifications

Bachelor’s degree in Engineering, IT, Computer Science, or related field.
ITIL Foundation (mandatory); ITIL Intermediate/Expert is a plus.
PMP / PRINCE2 / Agile certifications are advantageous.

Experience

6–10 years of experience in Incident / Problem / Change Management roles.
Prior experience handling Major Incidents in 24x7 operations environments.
Experience in Telecom, BFSI, Managed Services, or Large Enterprise IT preferred.

Key Performance Indicators (KPIs)

Incident response and resolution times.
SLA and availability compliance.
Reduction in repeat incidents.
Quality and timeliness of RCA reports.
Change success rate and reduction in change-related incidents.

Job Title: Incident Manager – Fault Management

Function: Incident, Problem & Change Management

Department: NOC Operations / Command Centre / Service Operations

Experience: 6–10 Years

Employment Type: Full-Time

Shift: 24x7 Rotational (as per business requirement)

Location: Gurgaon / Mumbai / Pune (or as per project needs)

Job Summary

The ideal candidate will have strong operational leadership, stakeholder communication, and escalation management skills within complex IT / Telecom environments.

Key Responsibilities

Incident Management

Own and manage P1/P2/P3 incidents end-to-end in line with ITIL standards.
Act as Incident Commander during major incidents, leading bridge calls and coordinating technical teams.
Ensure timely incident detection, logging, categorization, prioritization, and resolution.
Drive restoration efforts and ensure adherence to SLAs, OLAs, and KPIs.
Provide regular incident status updates to customers, management, and stakeholders.
Ensure proper incident documentation, closure notes, and audit readiness.

Fault Management & Monitoring

Oversee proactive fault detection through NOC monitoring tools.
Ensure alarms and alerts are correlated, triaged, and assigned appropriately.
Coordinate with L2/L3 engineering teams for fault isolation and resolution.
Identify recurring faults and initiate preventive actions.

Problem Management

Lead Root Cause Analysis (RCA) for recurring and major incidents.
Facilitate Post-Incident Reviews (PIRs) and track corrective and preventive actions (CAPA).
Maintain problem records and trend analysis to reduce repeat incidents.
Work closely with engineering and vendors to drive permanent fixes.

Change Management

Govern changes to production environments to minimize risk.
Review and validate Change Requests (CRs), MOPs, rollback plans, and impact assessments.
Participate in CAB (Change Advisory Board) meetings.
Ensure changes are executed as per approved windows with pre/post validation.
Track change-related incidents and drive improvement actions.

Stakeholder & Vendor Coordination

Act as a single point of contact during service-impacting events.
Coordinate with internal teams, service providers, OEMs, and vendors.
Manage customer communication during outages and critical events.
Escalate issues appropriately to senior management when required.

Governance, Reporting & Continuous Improvement

Prepare and publish incident, problem, and change management reports (daily/weekly/monthly).
Monitor and improve operational KPIs and SLA performance.
Drive process improvements aligned with ITIL best practices.
Maintain SOPs, runbooks, escalation matrices, and communication templates.
Support audits, compliance reviews, and regulatory requirements (if applicable).

Required Skills & Competencies

Technical & Process Skills

Strong expertise in ITIL Incident, Problem, and Change Management.
Experience working in NOC / Command Centre / Telecom / Enterprise IT Operations.
Good understanding of infrastructure domains:
Network (LAN/WAN/SD-WAN)
Security (Firewalls, SOC coordination)
Data Center / Cloud (basic understanding)
Familiarity with monitoring tools (SolarWinds, Netcool, Splunk, PRTG, etc.).
Hands-on experience with ITSM tools such as ServiceNow, Remedy, Helix, Jira.

Soft Skills

Strong leadership and decision-making abilities during high-pressure situations.
Excellent verbal and written communication skills.
Strong stakeholder and customer management capability.
Analytical mindset with attention to detail.
Ability to work independently and in cross-functional teams.

Education & Certifications

Bachelor’s degree in Engineering, IT, Computer Science, or related field.
ITIL Foundation (mandatory); ITIL Intermediate/Expert is a plus.
PMP / PRINCE2 / Agile certifications are advantageous.

Experience

6–10 years of experience in Incident / Problem / Change Management roles.
Prior experience handling Major Incidents in 24x7 operations environments.
Experience in Telecom, BFSI, Managed Services, or Large Enterprise IT preferred.

Key Performance Indicators (KPIs)

Incident response and resolution times.
SLA and availability compliance.
Reduction in repeat incidents.
Quality and timeliness of RCA reports.
Change success rate and reduction in change-related incidents.

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About NLTS INDIA PVT LTD

Founded :

2021

Type :

Services

Size :

20-100

Stage :

Profitable

About

Let's Build Your IT Success! Explore our services today and embark on a journey of growth and success.

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