production Support Incident Manager, ITSM, ITIL, ServiceNow

Key Responsibilities:

• Own end-to-end incident management: Lead detection, triage, impact assessment, prioritization, and resolution of production incidents within agreed SLAs and OLAs.
• Coordinate major incident handling: Act as the primary point of contact during high-severity incidents, driving technical bridges/war rooms and ensuring timely stakeholder communication.
• ITIL/ITSM process execution: Apply ITIL-aligned practices for incident, problem, and change management, ensuring adherence to organizational standards and governance.
• Root cause analysis: Perform thorough post-incident reviews, document root causes, and define corrective and preventive actions to avoid recurrence.
• Service stability and continuous improvement: Identify recurring issues and operational gaps, propose process and tooling improvements, and contribute to reliability and performance enhancements.
• Collaboration with engineering and operations: Work closely with development, infrastructure, and QA teams to understand system behavior, dependencies, and release impacts on production.
• Monitoring and alert optimization: Review alerts, refine thresholds, and help optimize monitoring dashboards to reduce noise and improve early detection of issues.
• Knowledge management: Create and maintain runbooks, standard operating procedures, and knowledge base articles to improve first-time-right resolutions and reduce MTTR.
• Risk and change assessment: Participate in change advisory processes, assess production risks, and ensure appropriate validations and rollback plans are in place.
• Mentoring and guidance: Support junior team members in incident handling best practices, communication, and adherence to ITSM processes. Minimum Qualifications:
• Education: Bachelor’s degree in Engineering, preferably B.Tech or equivalent in Computer Science, Information Technology, or related field.
• Experience: 8–15 years of hands-on experience in production support and incident management in enterprise or large-scale environments. Good to have skills: ServiceNow, BMC Remedy, Problem Management, Change Management, Monitoring and Alerting Tools
• Project Management fundamentals
• Project Lifecycles on development & maintenance projects, estimation methodologies, quality processes.
• Knowledge of one or more programming languages; knowledge of architecture frameworks, and design principles; ability to comprehend & manage technology, performance engineering.
• Domain – Basic domain knowledge in order to understand the business requirements / functionality.
• Ability to perform project planning and scheduling, manage tasks and coordinate project resources to meet objectives and timelines
• Ability to work with business and technology subject matter experts to assess requirements, define scope, create estimates, and produce project charters
• Good understanding of SDLC and agile methodologies is a pre-requisite
• Awareness of latest technologies and trends
• Logical thinking and problem solving skills along with an ability to collaborate