Role Name: Incident Manager Location: Pune Shift Timings: 24 x 7 [Rotational and will have to follow the Client Calendar / Roster]
Job Description Seeking a dynamic and motivated individual to join the Service Management team. The ideal candidate will have a foundational understanding of ITIL processes and be responsible for managing Major Incident Bridges to ensure quick resolution of critical issues. This role offers an excellent opportunity to build a career in IT Service Management while gaining hands-on experience in a fast-paced environment.
Skills and Competencies
Excellent communication and coordination skills.
Strong analytical and problem-solving abilities.
Ability to work under pressure and handle critical situations calmly.
Displays assertiveness and authority when facilitating recovery calls.
Basic understanding of IT infrastructure components (servers, networks, applications, etc.)
Good understanding of ITIL frameworks and methodologies (Incident, Problem and Change processes and ServiceNow ITSM tool)
2+ Years of experience in Major Incident Management, Service Management, or IT support function.
Ability to work in a 24/7 environment, including rotating shifts, weekends, and holidays.
Education Bachelor's degree in computer science, Information Technology, or a related field
Responsibilities
Actively monitor, lead and manage Major Incident Bridges to ensure smooth communication among stakeholders.
Coordinate with technical teams, vendors, and service owners to drive incident resolution within agreed SLAs.
Provide real-time updates to stakeholders about major incident status, progress, and resolution plans.
Conduct thorough impact assessments to understand the scope and severity of major incidents, prioritizing response efforts accordingly.
Ensure compliance with ITIL-based Incident, Problem, and Change Management processes.
Track and document incidents, updates, and resolutions in the service management tool.
Generate incident reports and share insights with senior management.
Act as the primary point of contact and escalation for major incidents, collaborating with cross-functional teams to facilitate timely resolution.
Build strong relationships with internal and external teams for effective incident resolution.
Stay updated with ITIL best practices and enhance knowledge of service management tools and methodologies.
Participate in training sessions and certifications to improve technical and soft skills.
Company Profile Stratacent is a Global IT Consulting and Services firm, headquartered in Jersey City, NJ, with global delivery centres in Pune and Gurugram plus offices in USA, London, Canada and South Africa. We are a leading IT services provider focusing on Financial Services, Insurance, Healthcare and Life Sciences. We help our customers in their transformation journey and provide services around Information Security, Cloud Services, Data and AI, Automation, Application Development and IT Operations. URL - http://stratacent.comEmployee Benefits: • Group Medical Insurance • Cab facility • Meals/snacks • Continuous Learning Program
Stratacent India Private Limited is an equal opportunity employer and will not discriminate against any employee or applicant for employment on the basis of race, color, creed, religion, age, sex, national origin, ancestry, handicap, or any other factors.
