Incident management specialist

Shift Timing - UK - 1 shift (7 AM IST)
Key Responsibilities
Lead and coordinate the end-to-end incident management process including detection, triage, escalation, resolution, and closure
Manage and drive incidents effectively to ensure minimum downtime and business impact
Actively engage all teams until resolution and communicate status to all stakeholders in a timely manner
Conduct post-incident reviews, root cause analysis, and analyze incident data to identify trends and patterns
Define, implement, and continuously improve incident management policies, procedures, and tools
Collaborate with all stakeholders to ensure quick resolutions and effective communication of incidents
Implement end-to-end automation solutions to reduce manual efforts and involvement
Design, develop, and maintain documentation for incident management processes and procedures
Track and report on KPIs and SLAs and train teams on incident management best practices
Required Skills
6+ years of experience in Incident Management
Strong knowledge of ITIL framework and Gen AI tools and concepts
Good experience in Service Now and Jira
Proficiency in MS Teams
Experience with Co Pilot, Amazon Q.
Excellent communication, collaboration, and stakeholder management skills
Strong analytical and problem-solving skills with ability to work under pressure
Self-motivated and ownership-driven with ability to take initiatives
Tech savvy with openness to learn new technologies as needed
Experience with on-call rotations and support environments