Primary skills:Process->Maintenance and Production Support process->PLM Production Support process,Process->Service Management->ITIL,Technology->Infra_ToolAdministration-ITSM->BMC Remedy ITSM,Technology->Infrastructure Security->IT Service Management
Lead end‑to‑end incident management for production environments, ensuring timely detection, triage, and resolution of high‑priority incidents within agreed SLAs.
Coordinate war rooms and bridge calls, driving technical teams to root cause and service restoration while maintaining structured communication and clear action plans.
Manage ITSM processes (Incident, Problem, Change as applicable), ensuring adherence to defined workflows, policies, and governance standards.
Utilize ServiceNow to log, track, prioritize, and report incidents, problems, and changes, ensuring data accuracy and completeness of records.
Perform impact and risk assessment for incidents and related changes, escalating appropriately to stakeholders and leadership when required.
Drive root cause analysis (RCA), document post‑incident reviews, and ensure implementation of corrective and preventive actions.
Monitor production health through dashboards, alerts, and reports, proactively identifying trends and recurring issues to reduce incident volume.
Collaborate with development and infrastructure teams to ensure stable releases, smooth deployments, and effective handover to support teams.
Ensure compliance with ITIL best practices and organizational standards across all support and incident management activities. Minimum Qualifications:
Education: B.Tech or equivalent degree in Computer Science, Information Technology, or a related engineering discipline.
Experience: 5–8 years of hands‑on experience in production support and incident management within IT services or enterprise environments.
Strong expertise in ITSM frameworks with practical experience managing Incident and Problem processes.
Proven experience using ServiceNow (or similar ITSM tools) for incident, problem, and change management activities.
Solid background in production support, including working with on‑call rotations, SLAs, and high‑severity incident handling.
Demonstrated ability to coordinate multiple teams during incidents and drive them towards timely resolution.
Excellent communication skills for clear, concise updates to technical and non‑technical stakeholders during critical events.
Knowledge of more than one technology
Basics of Architecture and Design fundamentals
Knowledge of Testing tools
Knowledge of agile methodologies
Understanding of Project life cycle activities on development and maintenance projects
Understanding of one or more Estimation methodologies, Knowledge of Quality processes
Basics of business domain to understand the business requirements
Analytical abilities, Strong Technical Skills, Good communication skills
Good understanding of the technology and domain
Ability to demonstrate a sound understanding of software quality assurance principles, SOLID design principles and modelling methods
Awareness of latest technologies and trends
Excellent problem solving, analytical and debugging skills
