Location - Hyderabad, India

Department - Finance Operations

Level - Manager

Working Pattern - Work from office.

Benefits - Benefits at Ideagen

DEI - DEI strategy

Salary - this will be discussed at the next stage of the process, if you do have any questions, please feel free to reach out!

Ideagen is seeking a highly motivated and skilled Incident Manager, who will be responsible for overseeing the end-to-end lifecycle of incidents to ensure that services are restored as quickly as possible with minimal disruption to the business. You will act as the central point of communication, coordination, and escalation during incidents while adhering to our ITIL framework and operational best practices.

1. Incident Management:
• Take ownership of major incidents, ensuring prompt identification, resolution, and communication.
• Lead incident response efforts by assembling the necessary teams and driving resolution within defined SLAs.
• Ensure timely incident logging, prioritization, and categorization.

2. Coordination & Communication:
• Serve as the primary point of contact for all stakeholders during an incident, including customers, internal teams, and senior leadership.
• Provide regular updates and post-incident reports.

3. Process Improvement:
• Develop, maintain, and improve the incident management process and procedures.
• Collaborate with & support the Problem Management team to identify root causes and prevent recurrence of incidents.

4. Monitoring & Reporting:
• Monitor incident trends and identify patterns to improve service reliability.
• Work with Problem Management to identify ‘top talkers’ and work with the respective resolver teams to implement improvement initiatives.
• Generate reports on incident management metrics, including time to resolution, root cause analysis, and SLA adherence.

5. Collaboration:
• Partner with IT operations, service desk, and other relevant teams to improve incident resolution workflows, processes and reduction in volumes.
• Drive post-incident reviews (PIRs) and ensure actionable feedback is implemented.

6. Escalation Management:
• Manage escalation procedures to ensure appropriate stakeholders are involved for rapid resolution.
• Act as the escalation point for unresolved incidents.

7. Training & Support:

• Provide training and guidance to teams on the incident management process.
• Act as a mentor for team members involved in incident-related activities.

We don’t expect you to be an expert in everything ITIL, however, good ‘all round’ knowledge of the following is essential:

• Experience:
• Proven experience as an Incident Manager or in a similar ITIL-based role.
• Hands-on experience in IT operations, service management, or support functions.
• Technical Skills:
• Understanding of incident tracking tools (e.g., ServiceNow, JIRA, ZenDesk or similar platforms).
• Understanding of cloud services, networks, and enterprise IT environments.
• Providing reporting and management information through tooling.
• ITIL certification (preferred).
• Soft Skills:
• Strong leadership and decision-making abilities.
• Excellent communication skills, both written and verbal.
• Ability to manage high-pressure situations with calm and clarity.
• Effective stakeholder management and collaboration.
• Analytical Thinking.
• Attention to Detail.
• Collaboration.
• Process Improvement.
• Leadership and Influence.

Desirable:

• Experience with change management and problem management processes.
• Strong understanding of business impact analysis and risk management.
• Working within a Product Environment.
• Exposure to ITIL concepts and adoption.

About Ideagen

Ideagen is the invisible force behind many things we rely on every day - from keeping airplanes soaring in the sky, to ensuring the food on our tables is safe, to helping doctors and nurses care for the sick. So, when you think of Ideagen, think of it as the silent teammate that's always working behind the scenes to help those people who make our lives safer and better. Everyday millions of people are kept safe using Ideagen software. We have offices all over the world including America, Australia, Malaysia and India with people doing lots of different and exciting jobs.

What is next?

If your application meets the requirements for this role, our Talent Acquisition team will be in touch to guide you through the next steps.

To ensure a flexible and inclusive process, please let us know if you require any reasonable adjustments by contacting us at recruitment@ideagen.com. All matters will be treated with strict confidence.

At Ideagen, we value the importance of work-life balance and welcome candidates seeking flexible or part-time working arrangements. If this is something you are interested in, please let us know during the application process.

Enhance your career and make the world a safer place!