Hiring for Incident Management (3-5 Yrs) at Mumbai

Role Summary:
We are seeking an experienced Incident Management professional with 3-5 years of experience and a B.Sc degree to join our dynamic team in Mumbai. The ideal candidate will be responsible for ensuring the timely and effective resolution of IT incidents, minimizing business impact, and driving continuous improvement in incident management processes.

Key Responsibilities:
- Act as the primary point of contact for major and critical IT incidents, coordinating response and resolution efforts across various teams.
- Develop, implement, and maintain incident management policies, procedures, and workflows in accordance with ITIL best practices.
- Monitor IT systems and services for potential incidents, and proactively identify and escalate risks.
- Lead incident review meetings, conduct root cause analysis (RCA), and document findings and action plans.
- Ensure accurate and timely communication to stakeholders regarding incident status, impact, and resolution.
- Collaborate with IT operations, development, and support teams to resolve incidents efficiently.
- Track and report on key incident management metrics, such as MTTR (Mean Time To Resolve) and incident volume.
- Contribute to the continuous improvement of incident management processes and tools.