Capture incident timelines and prepare, review, and publish Root Cause Analysis (RCA) reports within defined timelines.
Maintain high standards of service excellence by adhering to incident management best practices.
Work in a 24/7 operational environment, adhering to shift schedules as required.
Utilize service management and alerting tools to monitor, track, and manage incidents effectively.
Perform additional incident management–related tasks as required.
b. NOC Operations Support
Monitor infrastructure, application, cloud, and network health through enterprise monitoring tools.
Investigate and coordinate responses to operational alerts and service-impacting events.
Validate outages, assess business impact, and initiate escalation procedures.
Support event management, monitoring optimization, and operational reporting.
Support end-user issues related to applications and other services, including P3 and P4 incidents, and identify recurring issues for follow-up.
Follow runbooks, maintain knowledge articles, and provide clear shift handovers to ensure continuity of operations.
Looking For
3-5 years of experience in Major Incident Management, NOC Operations or IT Service Management within a 24/7 production support environment
Mandatory skills
Strong hands-on experience managing end-to-end Incident Management processes aligned with ITIL practices.
ITIL 4 Foundation certification or higher is required.
Proven experience in handling Major Incident Management (MIM) and leading bridge calls effectively.
Experience working with service management tools such as ServiceNow (SNOW), JIRA, and alerting/monitoring tools.
Experience monitoring, triaging, and escalating events and alerts using enterprise monitoring tools.
Experience resolving or triaging P3/P4 incidents and end-user application issues.
Working knowledge of infrastructure, cloud, and application support fundamentals.
Strong coordination and stakeholder management skills across cross-functional teams.
Ability to work under pressure in a high-availability environment and drive quick resolution.
Experience in SLA management, ensuring incidents are resolved within agreed timelines.
Strong documentation skills for incident reports, RCA, and communication updates.
Excellent verbal and written communication skills.
Good to have skills
Familiarity with problem management and change management processes.
Exposure to automation or scripting for incident handling and reporting.
Understanding of telephony, IVR, SIP, and contact center technologies.
Bachelor’s degree in computer science, Information Systems, Analytics, Engineering, or equivalent professional experience
Work Model: Onsite (Work from the office all days)
Working Hours: This role requires working in a 24/7 environment with flexibility to shifts based on business demands.
