production Support Incident Manager, ITSM, ITIL, ServiceNow

• Act as primary point of contact and coordinator for high-priority production incidents, ensuring timely resolution and clear communication.

• Lead incident triage calls, drive root cause identification, and coordinate with application, infrastructure, and support teams to restore services within agreed SLAs.

• Apply ITSM and ITIL best practices to manage the full incident lifecycle, including logging, classification, prioritization, escalation, and closure.

• Maintain accurate and detailed incident records in Service Now (or similar ITSM tools), ensuring proper documentation of impact, actions taken, and resolution steps.

• Communicate incident status, risks, and recovery plans to stakeholders and management through timely updates and post-incident summaries.

• Facilitate post-incident reviews, identify root causes, and drive corrective and preventive actions to reduce recurrence of issues.

• Monitor incident trends and key operational metrics, providing insights and recommendations for service improvement and stability.

• Collaborate with change, problem, and service management teams to align incident processes with broader ITSM practices.

• Support continuous improvement of incident management workflows, runbooks, and escalation matrices based on lessons learned.

• Partner with support and engineering teams to enhance monitoring, alerting, and readiness for critical production systems.

Minimum Qualifications:

• Bachelor’s degree in Engineering, Computer Science, Information Technology, or related field (B.Tech or equivalent).

• 3–5 years of hands-on experience in production support and incident management within an IT or technology environment.

• Strong practical experience with ITSM frameworks and processes, including incident, problem, and change management.

• Solid understanding of ITIL principles and their application in day-to-day operations and service management.

• Proven experience acting as an Incident Manager, leading incident bridges and coordinating multiple technical teams.

• Experience working with Service Now or similar ITSM tools for incident tracking, workflow management, and reporting.

• Excellent communication, coordination, and stakeholder management skills, especially during high-pressure situations.

Education: Bachelor of Engineering

Preferred skills: Foundational->IT User Management->Incident and Request Management,Foundational->Service Management->ITIL,Technology->Infra_Tool Administration-ITSM->BMC Remedy ITSM->ITSM