Incident Manager

Position: Incident Manager

Location: - Remote(US Jobs)

EXP:5+yrs

Job Description

Role Summary

The Incident Manager is responsible for managing the lifecycle of all incidents to ensure quick restoration of normal service operations while minimizing business impact.

Key Responsibilities

Manage end-to-end incident lifecycle (logging, categorization, prioritization, resolution, closure)

Ensure SLA compliance for incident response and resolution

Coordinate with technical teams and stakeholders during incidents

Monitor incident queues and drive timely resolution

Provide regular status updates to stakeholders

Identify recurring incidents and escalate to Problem Management

Maintain incident documentation and reports

Lead and manage Major Incident (P1/P2) calls/bridges

Drive war-room coordination across cross-functional teams

Ensure immediate response, escalation, and resource mobilization

Communicate real-time updates to senior leadership and business stakeholders

Own incident timeline, actions, and resolution tracking

Conduct post-incident reviews (PIR) and ensure follow-ups

Identify improvement opportunities to prevent recurrence

Perform root cause analysis (RCA) for recurring and major incidents

Create and manage problem records

Drive permanent fixes and preventive measures

Track known errors and maintain Known Error Database (KEDB)

Collaborate with engineering teams for long-term solutions

Conduct trend analysis and identify systemic issues

Ensure closure of problems with proper documentation

Skills & Qualifications

Strong understanding of ITSM tools (ServiceNow, Remedy, etc.)

Knowledge of ITIL Incident Management process

Excellent communication and coordination skills

Ability to work under pressure and manage multiple incidents

Ability to work with cross-functional technical teams

Data analysis and reporting skills