About the job
IT Service Management (ITIL) Incident & Problem Manager
Join Convera's dynamic Tech Operations team in Pune with work from home flexibility.
We are building a robust Global Command Center dedicated to 24/7 operational oversight, ensuring service availability, and providing incident management leadership across our organization. The Incident & Problem Manager is pivotal in safeguarding service reliability, enforcing ITIL practices, and achieving consistent operational results. This role transcends reactive incident management; the Incident Manager will oversee service health and availability KPIs, while executing comprehensive Incident and Problem Management strategies. You will be the primary liaison among technology teams, business stakeholders, and executive leadership during incidents.
Core Responsibilities:
- Ensure high service availability and reliability for customer-facing and critical internal services.
- Lead major incidents with clarity, urgency, and structured approaches.
- Guarantee adherence to ITSM processes, particularly Incident and Problem Management.
- Provide real-time operational insights and communicate effectively with executives.
- Drive continuous improvement in operational KPIs and service stability.
Key Responsibilities:
Incident & Major Incident Management
- Act as the Incident Manager for high-severity, business-critical incidents, coordinating incident response efforts with urgency and precision.
- Ensure incidents are accurately classified, prioritized, and escalated based on their impact and urgency.
ITSM Process Ownership & Governance
- Implement ITIL-aligned Incident and Problem Management practices.
- Maintain accurate and comprehensive documentation in ServiceNow, including incident timelines and root cause analyses.
- Serve as the Problem Manager to identify recurring issues and systemic risks, ensuring that RCAs are actionable.
- Act as a process authority during incidents, ensuring adherence to ITSM standards.
