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production Support Incident Manager, ITSM, ITIL, ServiceNow

Infosys
Bengaluru, India
3-5 Years
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  • Posted 11 hours ago
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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.

More Info

Job Type:
Permanent Job
Industry:
Other
Function:
It
Employment Type:
Full time

About Company

Infosys

Job ID: 147227921

Jobs by Skill - IT
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Last Updated: 12-05-2026 06:07:16 AM
Homejobs in Bengaluru / Bangaloreproduction Support Incident Manager, ITSM, ITIL, ServiceNow

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