Incident Management_Hyderabad

Lead and coordinate the resolution of major incidents, ensuring timely restoration of normal service operations.

Serve as the primary point of contact for all high-priority and major incidents.

Drive incident management processes in alignment with ITIL best practices.

Ensure clear and consistent communication with stakeholders throughout incident lifecycle.

Perform root cause analysis (RCA) and ensure follow-up on corrective and preventive actions.

Collaborate with Problem Management to identify recurring issues and recommend long-term fixes.

Maintain incident records and metrics for reporting and trend analysis.

Conduct Post-Incident Reviews (PIRs) and ensure lessons learned are documented and implemented.

Monitor incident queues and ensure SLAs are met.

Support continuous improvement by identifying process gaps and recommending enhancements.

Provide training and guidance to support and operations teams on incident management procedures