production Support Incident Manager, ITSM, ITIL, ServiceNow

• Lead end‑to‑end incident management for production environments, ensuring timely detection, triage, and resolution of high‑priority incidents within agreed SLAs.

• Coordinate war rooms and bridge calls, driving technical teams to root cause and service restoration while maintaining structured communication and clear action plans.

• Manage ITSM processes (Incident, Problem, Change as applicable), ensuring adherence to defined workflows, policies, and governance standards.

• Utilize Service Now to log, track, prioritize, and report incidents, problems, and changes, ensuring data accuracy and completeness of records.

• Perform impact and risk assessment for incidents and related changes, escalating appropriately to stakeholders and leadership when required.

• Drive root cause analysis (RCA), document post‑incident reviews, and ensure implementation of corrective and preventive actions.

• Monitor production health through dashboards, alerts, and reports, proactively identifying trends and recurring issues to reduce incident volume.

• Collaborate with development and infrastructure teams to ensure stable releases, smooth deployments, and effective handover to support teams.

• Ensure compliance with ITIL best practices and organizational standards across all support and incident management activities.

Minimum Qualifications:

• Education: B.Tech or equivalent degree in Computer Science, Information Technology, or a related engineering discipline.

• Experience: 5–8 years of hands‑on experience in production support and incident management within IT services or enterprise environments.

• Strong expertise in ITSM frameworks with practical experience managing Incident and Problem processes.

• Proven experience using Service Now (or similar ITSM tools) for incident, problem, and change management activities.

• Solid background in production support, including working with on‑call rotations, SLAs, and high‑severity incident handling.

• Demonstrated ability to coordinate multiple teams during incidents and drive them towards timely resolution.

• Excellent communication skills for clear, concise updates to technical and non‑technical stakeholders during critical events.

• Primary skills:Process->Maintenance and Production Support process->PLM Production Support process,Process->Service Management->ITIL,Technology->Infra_Tool Administration-ITSM->BMC Remedy ITSM,Technology->Infrastructure Security->IT Service Management

• Knowledge of more than one technology

• Basics of Architecture and Design fundamentals

• Knowledge of Testing tools

• Knowledge of agile methodologies

• Understanding of Project life cycle activities on development and maintenance projects

• Understanding of one or more Estimation methodologies, Knowledge of Quality processes

• Basics of business domain to understand the business requirements

• Analytical abilities, Strong Technical Skills, Good communication skills

• Good understanding of the technology and domain

• Ability to demonstrate a sound understanding of software quality assurance principles, SOLID design principles and modelling methods

• Awareness of latest technologies and trends

• Excellent problem solving, analytical and debugging skills

Education: Bachelor of Engineering

Preferred skills: Technology->Infra_Tool Administration-ITSM->BMC Remedy ITSM->ITSM,Technology->Infrastructure Security->IT Service Management->Servicenow,Foundational->Maintenance and Production Support process->PLM Production Support process,Foundational->Service Management->ITIL