production Support Incident Manager, ITSM, ITIL, ServiceNow

Job description

- Act as primary point of contact and coordinator for high-priority production incidents, ensuring timely resolution and clear communication. - Lead incident triage calls, drive root cause identification, and coordinate with application, infrastructure, and support teams to restore services within agreed SLAs. - Apply ITSM and ITIL best practices to manage the full incident lifecycle, including logging, classification, prioritization, escalation, and closure. - Maintain accurate and detailed incident records in ServiceNow (or similar ITSM tools), ensuring proper documentation of impact, actions taken, and resolution steps. - Communicate incident status, risks, and recovery plans to stakeholders and management through timely updates and post-incident summaries. - Facilitate post-incident reviews, identify root causes, and drive corrective and preventive actions to reduce recurrence of issues. - Monitor incident trends and key operational metrics, providing insights and recommendations for service improvement and stability. - Collaborate with change, problem, and service management teams to align incident processes with broader ITSM practices. - Support continuous improvement of incident management workflows, runbooks, and escalation matrices based on lessons learned. - Partner with support and engineering teams to enhance monitoring, alerting, and readiness for critical production systems. Minimum Qualifications: - Bachelor’s degree in Engineering, Computer Science, Information Technology, or related field (B.Tech or equivalent). - 3–5 years of hands-on experience in production support and incident management within an IT or technology environment. - Strong practical experience with ITSM frameworks and processes, including incident, problem, and change management. - Solid understanding of ITIL principles and their application in day-to-day operations and service management. - Proven experience acting as an Incident Manager, leading incident bridges and coordinating multiple technical teams. - Experience working with ServiceNow or similar ITSM tools for incident tracking, workflow management, and reporting. - Excellent communication, coordination, and stakeholder management skills, especially during high-pressure situations.