Lead and manage major and high-priority incidents from detection to closure, coordinate cross-functional technical teams, run incident bridge calls, communicate status to stakeholders, conduct post-incident reviews, maintain incident documentation and dashboards, drive problem management and continual service improvement, and ensure ITIL-compliant processes while supporting change activities.
This role is for one of the Weekday's clients
Min Experience: 2+ years
Location: Chennai, Tamil Nadu, India
JobType: full-time
Requirements
Key Responsibilities
- Manage the complete lifecycle of Major and High-Priority Incidents from identification through resolution and closure.
- Lead incident bridge calls and coordinate with application, infrastructure, cloud, network, database, and support teams to expedite resolution.
- Ensure timely incident response, escalation, communication, and resolution in accordance with defined SLAs.
- Monitor incident queues and prioritize issues based on business impact and urgency.
- Provide regular status updates to business stakeholders, customers, and senior leadership during critical incidents.
- Coordinate technical teams to identify workarounds and restore services as quickly as possible.
- Conduct post-incident reviews (PIRs), document root causes, corrective actions, and lessons learned.
- Track recurring incidents and collaborate with Problem Management teams to drive permanent resolutions.
- Maintain incident documentation, dashboards, and reports for operational reviews and management reporting.
- Ensure compliance with ITIL Incident Management processes and organizational governance.
- Support change implementation activities and assess potential impacts during planned maintenance windows.
- Identify opportunities for automation and continual service improvement to enhance operational efficiency.
Required Qualifications
- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
- 2–5 years of experience in Incident Management, IT Operations, Service Delivery, or Production Support.
- Strong understanding of IT Service Management (ITSM) processes and ITIL best practices.
- Experience managing Major Incidents in enterprise production environments.
- Excellent communication, coordination, and stakeholder management skills.
- Ability to work effectively under pressure in a fast-paced operational environment.
- Willingness to work 24x7 rotational shifts, including weekends and public holidays.
Required Technical Skills
- ITSM Tools: ServiceNow, BMC Remedy, Jira Service Management, or equivalent.
- Monitoring Tools: Splunk, Dynatrace, AppDynamics, Datadog, Grafana, SolarWinds, or similar.
- Ticketing and Incident Tracking Systems.
- Microsoft Office Suite (Excel, PowerPoint, Word).
- Basic understanding of cloud platforms (AWS, Azure, GCP) is desirable.
- Familiarity with Linux/Windows environments, networking, databases, and enterprise applications is an advantage.
Preferred Qualifications
- Experience supporting large-scale enterprise production environments.
- Exposure to cloud-based applications, microservices, APIs, and DevOps environments.
- Knowledge of Change Management, Problem Management, and Release Management processes.
- Experience working with global teams across multiple time zones.
Preferred Certifications
- ITIL Foundation Certification (Preferred)
- ITIL Intermediate (Good to have)
- Microsoft Azure Fundamentals / AWS Cloud Practitioner (Good to have)
Must-have skills
ITSM, Incident Management
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