The Senior Incident Manager is responsible for defining SLAs, managing incidents, coordinating teams, overseeing major incident response, and ensuring timely resolution within agreed SLA timeframes.
When joining PerkinElmer, you select an experienced and trusted leader in scientific solutions, with the support of a global service network and distribution centers, providing the right solution, at the right time, to meet critical customer needs. With over an 80+ year legacy of advancing science and a mission of innovating for a healthier world, our dedicated team collaborates closely with commercial, government, academic and healthcare customers to deliver our broad portfolio of analytical solutions, and OneSource services.
Job TitleSenior Incident ManagerLocation(s)India - Remote
Key Responsibilities:
- Define and communicate clear SLAs for incident management
- Review classification and priority levels of incidents including escalation process and thresholds (e.g., 80% of SLA breached) and responsibilities
- Review and update Major Incident Management process
- Lead major incident response with clear communication and timely coordination
- Facilitate incident bridges and coordinate multiple support teams
- Ensure incidents are resolved within agreed SLA timeframes
- Communicate incident status to stakeholders and senior management
- Conduct post-incident reviews and drive improvement actions
- Maintain incident management processes and procedures
- Identify trends and patterns in incidents to prevent recurrence
- Coordinate the teams to address underlying root causes
- Maintain incident documentation and knowledge base
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