Viraaj HR Solutions Private Limited
Website:
viraajhrsolutions.com
Job details:
Industry: IT Services & Managed Services — Enterprise IT Service Management and 24x7 operational support for large-scale clients across finance, telecom, and retail. This on-site role (India) focuses on ownership of the incident lifecycle, major-incident coordination, and driving measurable reductions in MTTR while ensuring SLA compliance.
Role: IT Incident Manager (On-site)
Role & Responsibilities
- Own end-to-end incident lifecycle: detect, triage, mitigate, and close incidents with clear ownership and documentation.
- Lead Major Incident response: convene war rooms, coordinate cross-functional teams, manage escalations, and drive timely recovery.
- Maintain and operate ITSM tooling for incident logging, updates, and handoffs to ensure SLA adherence and audit readiness.
- Develop and maintain incident runbooks and playbooks; implement post-incident reviews and track remediation actions to closure.
- Collaborate with NOC, engineering, vendors, and business stakeholders to identify root causes and implement durable fixes.
- Deliver incident trend analysis, dashboards, and management reports; propose process and tooling improvements to reduce repeat incidents.
Skills & Qualifications Must-Have
- ITIL v4
- Incident Management
- Major Incident Management
- ServiceNow
- PagerDuty
- Root Cause Analysis
- SLA Management
Preferred
- Splunk
- Jira Service Management
- NOC Operations
Qualifications
- Proven experience handling on-site, 24x7 incident management and major incidents in enterprise environments.
- Comfortable leading cross-functional war rooms, stakeholder communications, and post-incident reviews.
- Willingness to work rotational shifts and participate in on-call rosters as required.
Benefits & Culture Highlights
- Hands-on, collaborative on-site environment with clear ownership and career progression in ITSM.
- Opportunities for ITIL certification support and exposure to large-scale incident tooling and processes.
- Shift allowances and structured on-call compensation for 24x7 support roles.
Skills: incident management,servicenow,splunk,root cause analysis,major incident management
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