production Support Incident Manager, ITSM, ITIL, ServiceNow
Infosys
- Location
- Bengaluru East, Karnataka, India
- Job type
- Full-time
Required skills
- change management
- operational metrics
- production support
- ServiceNow
About the role
Infosys
Website:
infosys.com
Job details:
- Act as primary point of contact and coordinator for high-priority production incidents, ensuring timely resolution and clear communication.
- Lead incident triage calls, drive root cause identification, and coordinate with application, infrastructure, and support teams to restore services within agreed SLAs.
- Apply ITSM and ITIL best practices to manage the full incident lifecycle, including logging, classification, prioritization, escalation, and closure.
- Maintain accurate and detailed incident records in ServiceNow (or similar ITSM tools), ensuring proper documentation of impact, actions taken, and resolution steps.
- Communicate incident status, risks, and recovery plans to stakeholders and management through timely updates and post-incident summaries.
- Facilitate post-incident reviews, identify root causes, and drive corrective and preventive actions to reduce recurrence of issues.
- Monitor incident trends and key operational metrics, providing insights and recommendations for service improvement and stability.
- Collaborate with change, problem, and service management teams to align incident processes with broader ITSM practices.
- Support continuous improvement of incident management workflows, runbooks, and escalation matrices based on lessons learned.
- Partner with support and engineering teams to enhance monitoring, alerting, and readiness for critical production systems. Minimum Qualifications:
- Bachelor’s degree in Engineering, Computer Science, Information Technology, or related field (B.Tech or equivalent).
- 3–5 years of hands-on experience in production support and incident management within an IT or technology environment.
- Strong practical experience with ITSM frameworks and processes, including incident, problem, and change management.
- Solid understanding of ITIL principles and their application in day-to-day operations and service management.
- Proven experience acting as an Incident Manager, leading incident bridges and coordinating multiple technical teams.
- Experience working with ServiceNow or similar ITSM tools for incident tracking, workflow management, and reporting.
- Excellent communication, coordination, and stakeholder management skills, especially during high-pressure situations.
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