Act as the central point of coordination during incidents across infrastructure, application, network, and vendor teams
Ensure incidents are logged, categorized, prioritized, and tracked accurately in the ITSM tool
Facilitate incident bridge calls, war rooms, and escalation processes
Provide regular incident status updates to business stakeholders and leadership
Ensure root cause analysis (RCA) and post-incident reviews are conducted
Track and follow up on corrective and preventive actions
Participate in on-call / shift rotations as require
Change Management :
Review and track the change request, ensuring the changes are properly documented including the risk & Impact analysis, rollback and implementation plans
Coordinate change approvals through CCB meetings and publish the details
Ensure compliance with change policies , procedures and SLAs and demonstrate during the various audits.
Support emergency and standard change process
Track the changes for timely closure
Required Skills & Qualifications
Bachelor's degree in IT, Computer Science, or related field (or equivalent experience)
4-10 years of experience in IT operations, service management, or incident management
Strong understanding of ITIL Incident & Major Incident Management
Hands-on experience with ITSM tools
Excellent communication, coordination, and stakeholder management skills
Ability to remain calm and decisive during high-pressure situations
Strong analytical and problem-solving abilities
Exposure to Problem Management and RCA methodologies
