Description :

Title - IT Incident Manager

Exp = 3 - 8 years

Location - Delhi

Job Description: 

Incident Management:

• Lead the incident management process, ensuring timely identification, escalation, investigation, and resolution of IT incidents.
• Establish and maintain incident response procedures, including communication protocols, escalation paths, and documentation standards.
• Coordinate with relevant stakeholders, such as IT support teams, service providers, and business units, to prioritize and resolve incidents based on impact and urgency.

Incident Analysis and Reporting:

• Conduct post-incident analysis to identify root causes, contributing factors, and areas for improvement.
• Generate incident reports, including trend analysis, impact assessment, and recommendations for preventive measures.
• Provide regular updates to management and stakeholders on the status of ongoing incidents, resolutions, and potential risks.

Continuous Improvement:

• Drive continuous improvement initiatives to enhance incident management processes, tools, and capabilities.
• Collaborate with cross-functional teams to identify recurring issues and develop proactive measures to prevent future incidents.
• Participate in incident management reviews and contribute to the development of best practices and standards.

Documentation and Knowledge Management:

• Maintain accurate records of all incidents, including timelines, actions taken, and resolutions achieved.
• Develop and update knowledge base articles, FAQs, and troubleshooting guides to facilitate faster incident resolution and knowledge sharing among support teams.