Job Requirements

The IT Infrastructure Incident Manager is responsible for managing the lifecycle of all Events, Incidents and Problem management across Infrastructure environment.

This role ensures that Tickets are resolved quickly and efficiently to minimize business impact and maintain service quality.

The role requires strong coordination, communication, and analytical skills to lead cross-functional teams during high-pressure situations.

Key Responsibilities:

Make sure all the infrastructure devices are configured in the Monitoring tool.
Lead and Manage NOC, Infra monitoring team
Identify the gaps in the ITSM process and drive to fulfil the same
Drive the end-to-end Event, Incident & Problem management process
Ensure all the events, incidents are correctly logged, categorized, prioritized and assigned.
Enforce resolver groups to follow the ITSM process, SLA s and OLAs
Evaluate the business impact and effectively communicate the same to leadership team and required stakeholders
Lead P1, Major Incident Management (MIM) , bridge calls and provide progressive updates
Coordinate with all the Infra technical teams (Compute-OS, Network, Storage & Back Up, Cloud, Security, Physical Infra, DC ) to diagnose and resolve issues.
Follow and Escalate incidents appropriately and ensure proper communication with stakeholders.
Maintain accurate and detailed incident records for audit and analysis.
Serve as the primary point of contact all ITSM reports
Drive all the RCAs and RCCAs by coordinating with all the involved teams and stakeholders ,OEMs etc.
Identify the repeated incidents, category and apply Problem Management to identify RCA , RCCA
Provide required evidences for all kinds Regulatory, Internal audit etc
Use monitoring tools and dashboards to detect anomalies and trigger early interventions.
Update CI relationships, CMDB
Maintain compliance between Tools Inventory Vs CMDB

Required Skills & Qualifications:

Bachelor's degree in Information Technology, Computer Science, or related field.
Over all 10+ years of experience in IT infrastructure environment and ITSM
5+ Years of experience with any ticketing tools like ServiceNow, BMC Remedy, Fresh works, Manage Engine etc.
2+Years of experience in workflow configurations with in ITSM tools
4+ Years of experience in configuring and managing monitoring tools like Prometheus, Site Scope, Manage Engine, SolarWinds,
Extensive knowledge of Infrastructure -OS, Virtualization, Network, Storage & Back Up, Cloud, Security, Physical Infra, DC
Excellent communication, leadership, and stakeholder management skills.
Ability to work under pressure and manage multiple priorities.

Preferred Certifications:

ITIL V3/V4 Foundation or Intermediate- Must to have
PMP or PRINCE2 – Good to have
Any one certificate on Compute( Windows/Linux) or Network – CCNA

Network Operation & Monitoring Manager