Job Title: IT Process Engineer Critical Incident Management
Location: Noida
Notice Period- 30 days
Role Overview
The IT Process Engineer for Critical Incident Management is responsible for designing, implementing, and continuously improving processes that ensure rapid and effective response to major IT incidents. This role focuses on minimizing business impact, restoring services quickly, and driving process excellence aligned with ITIL and organizational standards.
Key Responsibilities
- Process Design & Governance
- Develop and maintain the Critical Incident Management framework, policies, and procedures.
- Ensure alignment with ITIL best practices and compliance with organizational standards.
- Define KPIs and SLAs for incident resolution and monitor adherence.
- Incident Response & Coordination
- Act as a process owner for major incident management, ensuring structured and timely resolution.
- Collaborate with Incident Managers, technical teams, and business stakeholders during high-severity incidents.
- Facilitate post-incident reviews and root cause analysis to prevent recurrence.
- Continuous Improvement
- Analyze incident trends and recommend preventive measures.
- Implement automation and tooling to enhance incident detection, escalation, and resolution.
- Drive continual service improvement initiatives across IT operations.
- Stakeholder Communication
- Ensure clear and timely communication during critical incidents to internal and external stakeholders.
- Prepare executive summaries and incident reports for leadership.
- Training & Awareness
- Conduct training sessions for IT teams on incident management processes.
- Promote a culture of proactive risk management and operational resilience.
Required Skills & Qualifications
- Education: Bachelor's degree in Computer Science, Information Technology, or related field.
- Experience: 4+ years in IT Service Management
- Technical Skills: Familiarity with ITSM tools (ServiceNow, BMC Remedy), monitoring systems, and automation platforms.
- Soft Skills: Strong analytical, communication, and leadership skills; ability to work under pressure in a fast-paced environment.
Preferred Skills
- Knowledge of cloud platforms (AWS, Azure), networking fundamentals, and cybersecurity principles.
- Experience in implementing ITIL processes across large-scale enterprise environments.
