Incident Management Specialist

ADP · India

Shift Timing - UK - 1 shift (7AM 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 GenAI tools and concepts
• Good experience in ServiceNow and Jira
• Proficiency in MS Teams
• Experience with CoPilot, 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