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.