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Incident Manager

1 hour, 51 minutes ago
India
Full-time
Mid Level
Operations Manager
Customer and Technical Support
Apply Now
Netomi

Netomi

Netomi is an AI-first customer service platform revolutionizing customer support with industry-leading resolution rates and multilingual support.

IT Services
51-250
Founded 2015
$52M raised
View All Jobs 32

Description

  • Receive, document, and log incidents reported by monitoring tools, users, and IT teams.
  • Categorize and prioritize incidents based on severity, urgency, and business impact.
  • Serve as the central point of contact for stakeholders during incident management.
  • Coordinate with support teams, technical specialists, and management to drive timely resolution.
  • Provide regular status updates, including progress and expected resolution timelines.
  • Facilitate incident resolution by guiding technical teams and ensuring resources are allocated appropriately.
  • Monitor incident progress and escalate issues as needed to meet SLAs and recovery targets.
  • Conduct post-incident reviews to identify root causes, contributing factors, and lessons learned.
  • Prepare incident reports and metrics to track performance, trends, and improvement opportunities.
  • Review and improve incident management processes, procedures, and team adherence to policies.

Requirements

  • Bachelor’s degree in computer science, information technology, or a related field.
  • Proven experience in incident management or a similar role within an ITIL-based framework.
  • Strong analytical and problem-solving skills with the ability to manage multiple incidents at once.
  • Excellent communication and interpersonal skills for working with stakeholders at all levels.
  • Knowledge of IT service management tools and incident tracking systems.
  • Familiarity with ITIL or other IT service management frameworks.
  • Ability to remain calm, focused, and effective under pressure.
  • Sense of urgency to resolve incidents quickly and minimize business impact.

Interested in this position?

Apply directly on the company website

Apply Now

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