Incident Manager

Incident Manager

Area(s) of responsibility

About Us: Birlasoft combines the power of domain, enterprise, and digital technologies to reimagine business processes for customers and their ecosystem. Its consultative and design thinking approach makes societies more productive by helping customers run businesses. As part of the multibillion-dollar diversified
CK Birla Group, Birlasoft with its 12,200+ professionals, is committed to continuing the Group's 163-year heritage of building sustainable communities.

Incident Manager Job Description Overview: An Incident Manager is responsible for managing the lifecycle of all unplanned interruptions, malfunctions, and quality reductions of provided IT services. The primary goal is to restore normal service operation as quickly as possible and minimize the impact on business operations.
Key Responsibilities:

Oversee the incident management process and team members involved in resolving incidents.
Respond to reported service incidents, identify the cause, and initiate the incident management process.
Prioritize incidents based on their urgency and impact on the business.
Produce documents outlining incident protocols, such as handling cybersecurity threats or server failures.
Collaborate with the incident management team to ensure all protocols are diligently followed.
Log and categorize recurring incidents to improve incident management protocols.
Communicate with upper management regarding major system issues.
Manage incident team members by re-assigning workloads and re-scheduling non-urgent tasks.

Requirements:
Experience with IT systems and software such as SolarWinds, Zabbix, and Nagios XI.
Solid knowledge of programming languages like SQL, Java, C++, and Scala.
Excellent managerial skills and the ability to collaborate with team members.
Strong problem-solving, analytical, and time management skills

Experience Level

Mid Level