Job Description :

We are looking for an experienced Critical Incident Management Specialist to lead and coordinate the resolution of high-priority incidents while ensuring minimal business impact. The ideal candidate should have strong incident management expertise, stakeholder communication skills, and experience working in enterprise IT service management environments.

Key Responsibilities :

- Lead and manage P1/P2 incidents from identification through resolution and closure.

- Coordinate with cross-functional technical teams to ensure timely incident resolution.

- Drive incident bridges, assign action items, and monitor progress until service restoration.

- Communicate incident status, business impact, and resolution updates to stakeholders and leadership.

- Conduct post-incident reviews (PIRs) and ensure root cause analysis (RCA) is completed.

- Identify recurring incidents and recommend preventive measures to improve service stability.

- Ensure adherence to ITIL-based Incident and Problem Management processes.

- Maintain accurate incident documentation, reports, and service metrics.

- Collaborate with Change, Problem, and Service Management teams to improve operational efficiency.

- Support continuous improvement initiatives for incident response and service availability.

Required Skills :

- 5 - 10 years of experience in Critical Incident Management or IT Service Management.

- Strong knowledge of ITIL Incident and Problem Management processes.

- Hands-on experience with ServiceNow, BMC Remedy Action Request System (Remedy ARS), and CA Service Desk Manager.

- Excellent coordination, communication, and stakeholder management skills.

- Ability to manage multiple high-priority incidents in a fast-paced environment.

- Strong analytical and problem-solving abilities.

- Experience in preparing incident reports, dashboards, and post-incident reviews.

Education (Mandatory) :

- Full-time B.E./B.Tech, B.Sc, B.Com, MCA, M.Tech, MBA/PGDM, M.Com, MS, or M.Sc.