The IT Infrastructure Incident Manager is responsible for managing the lifecycle of all Events, Incidents and Problem management across Infrastructure environment.
This role ensures that Tickets are resolved quickly and efficiently to minimize business impact and maintain service quality.
The role requires strong coordination, communication, and analytical skills to lead cross-functional teams during high-pressure situations.
Key Responsibilities:
Make sure all the infrastructure devices are configured in the Monitoring tool.
Lead and Manage NOC, Infra monitoring team
Identify the gaps in the ITSM process and drive to fulfil the same
Drive the end-to-end Event, Incident & Problem management process
Ensure all the events, incidents are correctly logged, categorized, prioritized and assigned.
Enforce resolver groups to follow the ITSM process, SLA s and OLAs
Evaluate the business impact and effectively communicate the same to leadership team and required stakeholders
Lead P1, Major Incident Management (MIM) , bridge calls and provide progressive updates
Coordinate with all the Infra technical teams (Compute-OS, Network, Storage & Back Up, Cloud, Security, Physical Infra, DC ) to diagnose and resolve issues.
Follow and Escalate incidents appropriately and ensure proper communication with stakeholders.
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