Explore incident management opportunities that focus on restoring normal service operation as quickly as possible to minimize the impact on business operations. These roles often involve identifying, analyzing, and correcting hazards to prevent future incidents. Professionals in this field work to streamline processes, implement preventative measures, and maintain detailed documentation. Incident managers are crucial for ensuring business continuity and maintaining operational efficiency.50 Incident Management jobs in India
Executive - Incident Management-4
Posted today
Job Viewed
Job Description
NCR Atleos, headquartered in Atlanta, is a leader in expanding financial access. Our dedicated 20,000 employees optimize the branch, improve operational efficiency and maximize self-service availability for financial institutions and retailers across the globe.
Monitor ATM networks for NCR's customers, through NCR in house Incident Management systems and tools.
Offers of employment are conditional upon passage of screening criteria applicable to the job.
**EEO Statement**
NCR Atleos is an equal-opportunity employer. It is NCR Atleos policy to hire, train, promote, and pay associates based on their job-related qualifications, ability, and performance, without regard to race, color, creed, religion, national origin, citizenship status, sex, sexual orientation, gender identity/expression, pregnancy, marital status, age, mental or physical disability, genetic information, medical condition, military or veteran status, or any other factor protected by law.
**Statement to Third Party Agencies**
To ALL recruitment agencies: NCR Atleos only accepts resumes from agencies on the NCR Atleos preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Atleos employees, or any NCR Atleos facility. NCR Atleos is not responsible for any fees or charges associated with unsolicited resumes.
Service Manager - Major Incident Management
Posted 2 days ago
Job Viewed
Job Description
**About us:**
As a Fortune 50 company with more than 400,000 team members worldwide, Target is an iconic brand and one of America's leading retailers.
Joining Target means promoting a culture of mutual care and respect and striving to make the most meaningful and positive impact. Becoming a Target team member means joining a community that values different voices and lifts each other up. Here, we believe your unique perspective is important, and you'll build relationships by being authentic and respectful.
**Overview about TII**
At Target, we have a timeless purpose and a proven strategy. And that hasn't happened by accident. Some of the best minds from different backgrounds come together at Target to redefine retail in an inclusive learning environment that values people and delivers world-class outcomes. That winning formula is especially apparent in Bengaluru, where Target in India operates as a fully integrated part of Target's global team and has more than 4,000 team members supporting the company's global strategy and operations.
You can be a part of this story by joining Target Tech on our Technology Operations Centre (TOC) team. Our goal is to monitor and respond to critical issues in order to reduce downtime and ensure prevention of future outages. As a Response Manager in the TOC, you will be responsible for driving the prevention or recovery of high impact incidents through swift identification of issues, accurate and timely communication of impact to all stakeholders, and restoration of services with teams across Target Tech and Target. You will get the opportunity to interact with multiple retail solutions and technologies - including Supply Chain, Merchandising, Stores, and Digital as well as all infrastructure components from cloud based computing to all enterprise-level network solutions.
**Primary Responsibilities**
+ Monitor and detect all major IT incidents and events.
+ Facilitate and drive recovery of outages through the mobilization of key resources (internal or external).
+ Establish and maintain communication of incident timeline and recovery progress to all critical stakeholders.
+ Coordinate and document all critical recovery steps throughout an outage.
+ Ensures proper documentation of issues to assist with post-recovery and problem management actions.
+ Participates in an agile practice by working on special projects or key assignments that drive continuous improvement and improved outcomes of key goals.
**About you:**
+ 4 year degree or equivalent experience.
+ Relevant Exp Min 4 years of Major Incident Management experience.
+ Technology experience in an incident management or Major incident response role
+ Strong facilitation skills that can navigate through complex incidents and multiple teams
+ Understanding of solving complex problems with information technology software and hardware.
+ Effective time management skills; ability to work on multiple tasks simultaneously and ability to prioritize effectively.
+ Ability to handle and perform in high-stress, high stakes situations.
+ Excellent verbal and written communication skills.
+ Proven decision-making and influencing skills
+ Broad knowledge of technology across application and infrastru ture environment.
+ Good to have prior experience in Retail
+ Collaborative team player with Positive attitude
+ Flexibility to work in rotational shifts and weekly time-off's
**Useful Links-**
**Life at Target-** ** ** **
Service Operations Team Manager - Incident Management
Posted 1 day ago
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Job Description
NCR Atleos, headquartered in Atlanta, is a leader in expanding financial access. Our dedicated 20,000 employees optimize the branch, improve operational efficiency and maximize self-service availability for financial institutions and retailers across the globe. NCR Atleos was ranked #12 in Newsweek's prestigious 2025 Top 100 Global Most Loved Workplaces® list.
**TITLE:** **Service Operations Team Manager - Incident Management**
**GRADE: 11**
**LOCATION: Belgrade, Serbia**
**Shift:** R **otational (mostly US working time) **
**Position summary:**
Leads a multi-functional team across various services and geographies, ensuring operational excellence and customer satisfaction. This role is responsible for strategic workforce planning, performance management, and cross-functional collaboration. Acting as a key liaison between frontline teams and senior leadership, the manager drives continuous improvement, fosters talent development, and ensures alignment with service delivery goals and customer expectations.
**Skill Requirements:**
+ Detailed oriented, analytical and/or technical experience, preferably within NCR Services
+ Excellent written and verbal communications skills
+ Ability to work in a fast-paced environment. multi-task, time management and organizational skills
+ Ability to identify and resolve issues with a sense of urgency
+ Ability to work as part of a team or independently
+ Willing to work non-standard business hours as required by customers
+ Prior experience with ATM incident management preferred
+ Prior experience with ATM monitoring tools (like Vision, Device Manager etc) preferred.
#LI_BM1 #hybrid
Offers of employment are conditional upon passage of screening criteria applicable to the job.
**Company Benefits** :
+ Private Health Insurance
+ Employee Referral Bonus Program
+ Wellbeing Resources
+ Baby Bonus
+ Life, Accident & Disability Insurance
+ Numerous opportunities for internal career pathing and advancement
+ Discounts for employees at NCR Atleos partners
**EEO Statement**
NCR Atleos is an equal-opportunity employer. It is NCR Atleos policy to hire, train, promote, and pay associates based on their job-related qualifications, ability, and performance, without regard to race, color, creed, religion, national origin, citizenship status, sex, sexual orientation, gender identity/expression, pregnancy, marital status, age, mental or physical disability, genetic information, medical condition, military or veteran status, or any other factor protected by law.
**Statement to Third Party Agencies**
To ALL recruitment agencies: NCR Atleos only accepts resumes from agencies on the NCR Atleos preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Atleos employees, or any NCR Atleos facility. NCR Atleos is not responsible for any fees or charges associated with unsolicited resumes.
L3 Server Engineer – Major Incident Management
Posted 5 days ago
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Job Description
Company Description
Nextbridge IT Solutions is a US-based IT solution firm specializing in connecting exceptional talent with organizations driving transformation in infrastructure, cloud, and emerging technologies. We partner closely with clients to understand their technical needs and organizational goals, delivering tailored solutions through highly skilled professionals. Our culture values forward-thinking, accountability, and agility, encouraging continuous growth and supporting long-term success. Join us to shape the future together.
Role Description
This is a remote contract role for a L3 Server Engineer – Major Incident Management. The L3 Server Engineer will be responsible for managing and resolving major incidents, providing expert troubleshooting, and ensuring uptime and performance of infrastructure. Duties include handling operating systems, supporting databases, and overseeing overall IT infrastructure. The role also requires effective communication and collaboration with other IT professionals and stakeholders to ensure swift resolution of incidents.
Key Responsibilities
- Serve as the primary technical escalation point for all server-related Major Incidents (MIM) and P1 events.
- Lead technical triage on bridge calls and in war rooms, coordinating efforts between L2 support, application teams, vendors, and other cross-functional stakeholders.
- Perform advanced, real-time troubleshooting to diagnose and resolve complex issues across Windows Server, Linux, and VMware virtualization platforms.
- Drive the restoration of critical infrastructure services with a focus on minimizing business impact.
- Author and deliver comprehensive Root Cause Analysis (RCA) and detailed post-incident reports.
- Partner with the Problem Management team to identify trends, implement proactive solutions, and prevent incident recurrence.
- Mentor and provide technical guidance to L1/L2 support teams to improve overall incident response capabilities.
- Participate in a 24x7 on-call rotation to provide critical support when needed.
Qualifications
- 5–8 years of hands-on experience in enterprise server administration and high-severity incident response.
- Expert-level knowledge of Windows Server (2016/2019/2022) and Linux (RHEL, Ubuntu) .
- Deep expertise with virtualization technologies, specifically VMware ESXi/vSphere in a large-scale environment.
- Solid understanding of core infrastructure concepts: TCP/IP networking, SAN/NAS storage, and enterprise backup/recovery solutions .
- Hands-on experience with enterprise monitoring platforms (e.g., SolarWinds, Datadog, Nagios).
- Proficiency with an ITSM tool, preferably ServiceNow , for incident lifecycle management.
- Demonstrated ability to remain calm, focused, and organized during high-pressure situations.
- ITIL v3/v4 Foundation certification is required.
Preferred
- Advanced certifications such as MCSE, VCP, RHCE .
- ITIL Intermediate/Expert or related certifications.
- Experience with public cloud platforms (Azure, AWS ) and hybrid cloud environments.
- Scripting and automation skills (PowerShell, Bash ) for diagnostics and reporting.
Key Competencies
- Crisis Management : Able to lead effectively in high-pressure, time-critical situations.
- Collaboration : Works seamlessly with vendors, internal teams, and stakeholders to achieve common goals.
- Analytical Mindset : Possesses superior troubleshooting and Root Cause Analysis (RCA) capabilities.
- Communication : Delivers clear, concise, and timely updates during incidents, tailored for both technical and business audiences.
- Proactive Mindset : Focuses on prevention and continuous service improvement, not just reactive resolution.
Remote Work Environment
- This is a fully remote position. A company-provided Virtual Desktop (VDI) will be used for all work.
- Candidates are expected to provide their own reliable computer (laptop or desktop) and at least one monitor capable of accessing the VDI.
- A dedicated and quiet workspace is essential to maintain a professional environment during critical incident bridge calls.
IT - Infra (Networking / Incident Management / SDWAN / Performance Tester
Posted 396 days ago
Job Viewed
Job Description
We are seeking a skilled IT Infrastructure Specialist with a focus on networking to join our client team. The ideal candidate will be responsible for designing, implementing, and managing our network infrastructure to ensure optimal performance and security.
Key Responsibilities:
Design and deploy robust network solutions, including LAN, WAN, VPN, and wireless networks.Monitor network performance and troubleshoot issues to ensure high availability and reliability.Implement network security measures to protect against cyber threats.Maintain and update network hardware and software, including routers, switches, firewalls, and servers.Collaborate with IT teams to integrate network solutions with other IT systems.Document network configurations, processes, and system changes.Provide technical support and guidance to end-users and other IT staff.Qualifications:
Bachelor’s degree in Computer Science, Information Technology, or a related field.Proven experience in network administration and infrastructure management.Strong knowledge of network protocols, routing, and switching.Experience with network security practices and technologies.Proficiency in configuring and managing Cisco, Juniper, or similar network devices.Excellent problem-solving skills and attention to detail.Relevant certifications such as CCNA, CCNP, or similar are preferred.RequirementsBangalore JP Nagar office Venue::Infosys BPM Limited., #785, Ground Floor Axis Sai Jyoti, 15th Cross 100 Feet Road, Sarakki, 1st Phase J P Nagar, Bengaluru, Karnataka – Landmark: Near Sindoor Convention HallBangalore :: Mega Drive – Electronic City main campus::(Feb 10th, 11th and 17th, 18Th )Hypercare Support Consultant(incident management with onshore project exp))
Posted 2 days ago
Job Viewed
Job Description
NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.
We are currently seeking a Hypercare Support Consultant(incident management with onshore project exp)) to join our team in bangalore, Karnātaka (IN-KA), India (IN).
·8+ years of experience in client-facing stakeholder management roles
·Works with client Service Desk to design and implement support mechanisms (i.e. setup in ServiceNow) specific to this effort
·Responsible for incident management for specific shift (i.e. USA, Europe, Asia) based on location
·Monitors ServiceNow and/or Email inbox or other defined channels for stakeholder inquiries
·Empathizes and sympathizes with impacted stakeholders to efficiently solve user error issues and/or route technical issues to the correct support network
**About NTT DATA**
NTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us at us.nttdata.com ( possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client's needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees. NTT DATA recruiters will never ask for payment or banking information and will only use @nttdata.com and @talent.nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form, .
**_NTT DATA endeavors to make_** **_ **_accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at_** **_ **_._** **_This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please click here ( . If you'd like more information on your EEO rights under the law, please click here ( . For Pay Transparency information, please click here ( ._**
Hypercare Support Consultant(incident management with onshore project exp))
Posted 2 days ago
Job Viewed
Job Description
NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.
We are currently seeking a Hypercare Support Consultant(incident management with onshore project exp)) to join our team in bangalore, Karnātaka (IN-KA), India (IN).
·8+ years of experience in client-facing stakeholder management roles
·Works with client Service Desk to design and implement support mechanisms (i.e. setup in ServiceNow) specific to this effort
·Responsible for incident management for specific shift (i.e. USA, Europe, Asia) based on location
·Monitors ServiceNow and/or Email inbox or other defined channels for stakeholder inquiries
·Empathizes and sympathizes with impacted stakeholders to efficiently solve user error issues and/or route technical issues to the correct support network
**About NTT DATA**
NTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us at us.nttdata.com ( possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client's needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees. NTT DATA recruiters will never ask for payment or banking information and will only use @nttdata.com and @talent.nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form, .
**_NTT DATA endeavors to make_** **_ **_accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at_** **_ **_._** **_This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please click here ( . If you'd like more information on your EEO rights under the law, please click here ( . For Pay Transparency information, please click here ( ._**
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Specialist IS Bus Sys Analyst - Incident/Problem Management
Posted 2 days ago
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Job Description
At Amgen, if you feel like you're part of something bigger, it's because you are. Our shared mission-to serve patients living with serious illnesses-drives all that we do.
Since 1980, we've helped pioneer the world of biotech in our fight against the world's toughest diseases. With our focus on four therapeutic areas -Oncology, Inflammation, General Medicine, and Rare Disease- we reach millions of patients each year. As a member of the Amgen team, you'll help make a lasting impact on the lives of patients as we research, manufacture, and deliver innovative medicines to help people live longer, fuller happier lives.
Our award-winning culture is collaborative, innovative, and science based. If you have a passion for challenges and the opportunities that lay within them, you'll thrive as part of the Amgen team. Join us and transform the lives of patients while transforming your career.
**What you will do**
Let's do this. Let's change the world. In this vital role you will Product and Process Owner for the Incident and Problem Management processes within the ServiceNow platform. This role is responsible for ensuring that the design, execution, and continuous improvement of these ITIL processes meet evolving business needs, compliance requirements, and service delivery objectives.
The Specialist will collaborate with global service owners, delivery teams, and platform engineers to develop and enhance workflows, reporting capabilities, and user experience. This role plays a key part in identifying process inefficiencies, developing solutions, and implementing enhancements to optimize operations and reduce service disruption. This position requires strong analytical skills, a deep understanding of ITSM standard methodologies, and the ability to work effectively within a highly matrixed organization.
**Roles & Responsibilities:**
+ Act as Product Owner for the Incident and Problem Management processes within the ServiceNow platform.
+ Design, document, and refine process workflows to align with ITIL standard methodologies and evolving business needs.
+ Gather and prioritize requirements from partners to implement process and platform enhancements.
+ Collaborate with IS teams, service owners, and platform administrators to drive improvements in service restoration and root cause analysis.
+ Ensure high quality and timely resolution of incidents and problems through continuous process optimization.
+ Monitor and report key performance indicators (KPIs), SLAs, and trends related to incident and problem management.
+ Participate in governance reviews, audits, and compliance-related activities to ensure alignment with organizational policies.
+ Develop and maintain knowledge articles, training materials, and process documentation.
+ Act as a domain expert and support change management activities related to process or tool changes.
+ Facilitate communication and alignment across global teams to ensure standardization and standard methodology adoption.
**What we expect of you**
We are all different, yet we all use our unique contributions to serve patients.
**Basic Qualifications:**
+ Doctorate degree / Master's degree / Bachelor's degree and 8 to 13 years of experience in Computer Science, IT or related field
**Preferred Qualifications:**
**Functional Skills:**
**Must-Have Skills:**
+ **Incident & Problem Management Expertise:** In-depth understanding of ITIL-based incident and problem management practices and their application within enterprise environments.
+ **ServiceNow Platform Knowledge:** Experience configuring and optimizing Incident and Problem Management modules within the ServiceNow platform.
+ **Process Optimization:** Solid ability to analyze data, identify inefficiencies, and design solutions to improve service performance and reduce recurring issues.
+ **Partner Engagement:** Demonstrable ability to gather business requirements, prioritize enhancements, and communicate effectively across technical and non-technical teams.
**Good-to-Have Skills:**
+ **Root Cause Analysis & Trend Monitoring:** Experience with root cause analysis methodologies and the ability to identify service trends for proactive resolution.
+ **Compliance & Governance Awareness:** Familiarity with compliance requirements in regulated industries such as biotechnology or pharmaceuticals.
+ **ITSM Process Integration:** Knowledge of how Incident and Problem Management integrate with other processes such as Change, Release, and Knowledge Management.
+ **Analytics & Reporting:** Experience using visualization and reporting tools (e.g., Tableau, Spotfire, ServiceNow Performance Analytics) to drive process insight and optimization.
**Professional Certifications:**
+ ITIL v3/4 Foundation Certification (mandatory)
+ ServiceNow Certified Implementation Specialist (ITSM) (preferred)
+ Certified Problem or Incident Management Professional (preferred)
+ Scaled Agile Framework (SAFe) for Teams (preferred)
**Soft Skills:**
+ **Attention to Detail:** Careful and thorough in documenting and tracking process activities, ensuring accuracy in data entry, workflows, and testing.
+ **Effective Communication:** Clearly and confidently communicates with both technical and non-technical audiences across multiple teams and organizational levels.
+ **Analytical & Problem-Solving:** Skilled in interpreting data, identifying root causes, and developing practical, data-driven solutions to complex issues.
+ **Initiative & Accountability:** Highly self-motivated and proactive, with a strong sense of ownership and follow-through on tasks and process improvements.
+ **Collaboration & Teamwork:** Works effectively within global, multi-functional teams and contributes constructively to achieving shared objectives.
+ **Adaptability & Flexibility:** Maintains productivity and composure in dynamic environments with shifting priorities, while ensuring high-quality outcomes.
+ **Time & Task Management:** Manages multiple responsibilities efficiently, balancing priorities to meet deadlines and deliver consistent value.
+ **Process-Oriented Thinking:** Demonstrates attention to detail with a structured, methodical approach to process analysis, improvement, and documentation.
+ **User & Customer Focus:** Keeps partner and end-user needs central when evaluating, designing, or enhancing processes and tools.
**Equal opportunity statement**
Amgen is an Equal Opportunity employer and will consider you without regard to your race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status.
We will ensure that individuals with disabilities are provided with reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request an accommodation.
**What you can expect of us**
As we work to develop treatments that take care of others, we also work to care for your professional and personal growth and well-being. From our competitive benefits to our collaborative culture, we'll support your journey every step of the way.
In addition to the base salary, Amgen offers competitive and comprehensive Total Rewards Plans that are aligned with local industry standards.
**Apply now and make a lasting impact with the Amgen team.**
**careers.amgen.com**
Major Incident Manager (Escalation Management Team)
Posted 4 days ago
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Job Description
Major Incident Manager (Escalation Management Team)
Location: Hyderabad
Experience: 8-15 years
Immediate Joiner preferred.
Kindly share resume to with Sub of "MIM" along with notice period.
Responsibilities
We are seeking a proactive and skilled Major Incident Manager to join our Escalation Management team. In this critical role, you will lead high-priority incident bridges to ensure rapid service restoration by coordinating with resolver groups and keeping stakeholders informed with timely updates. You will work closely with internal teams across SRE, Business Partners, R&D, Services, Sales, and Support, as well as with customers, to drive resolution of critical technical issues and provide executive-level visibility into incident status and customer impact. This role requires availability during CST hours and includes shift work and/or on-call responsibilities to ensure 24/7 incident coverage and timely communication to leadership.
• Serve as the first escalation point for the Event Management team and lead major incident bridges to ensure rapid service restoration.
• Act as the single point of contact for complex, high-priority escalations across global teams.
• Own and drive the end-to-end resolution of major incidents, including coordination with resolver groups and timely stakeholder communication.
• Collaborate with cross-functional teams (R&D, Product Management, Support, Sales, and Services) to troubleshoot issues and allocate appropriate resources.
• Monitor incident progress and ensure alignment with resolution timelines and customer expectations.
• Conduct Post-Incident Reviews, prepare customer facing summaries and internal incident reports to capture lessons learned and drive improvements.
• Own and manage problems, ensuring timely updates, resolution, and closure.
• Partner with Engineering, P&T, and Process Owners to improve service stability and reduce incident recurrence.
• Analyze escalation trends and risks, contributing to the Problem Management lifecycle and continuous service improvement.
• Maintain clear communication with internal and external stakeholders via email and Microsoft Teams.
• Develop and maintain escalation management plans, including resource coordination and technical action plans.
• Initiate hierarchical escalations when necessary and ensure leadership engagement.
• Ensure accurate documentation of escalation activities and compliance with escalation policies.
• Validate customer satisfaction before closure and ensure post-resolution monitoring is completed.
• Provide event management support during low-incident periods.
• Participate in a shared 24x7 on-call rotation to ensure incident coverage and timely response.
• Adhere to the critical service level agreements defined for the project.
• Champion a culture of continuous improvement by challenging outdated processes, identifying inefficiencies, and driving structured, actionable plans for enhancement.
• Ensure strict adherence to critical service level agreements (SLAs) and operational standards.
• Demonstrate thought leadership by incorporating industry best practices from leading product and startup environments to enhance incident and major incident management processes.
• Promote the adoption of AI and automation to streamline outage management and improve response efficiency.
• Encourage open communication, proactively raise concerns, and collaborate cross-functionally to resolve systemic issues.
Qualifications
Minimum qualifications
Bachelor's Degree required. Preferably in Computer Science, Information Systems, or related field.
Preferred qualifications
• Excellent verbal and written communication skills in English.
• Relevant years of experience in global Major Incident Management or a similar role, with a strong background in handling incidents across complex technical environments.
• Working knowledge of infrastructure components such as hypervisors, storage, databases, networking (TCP/IP, iSCSI, VMware VDS), and compute environments on both Windows and Linux platforms.
• Familiarity with cloud platforms including AWS, Azure, and GCP, with a solid understanding of core cloud and infrastructure concepts.
• Experience managing major incidents involving cloud services, infrastructure, and enterprise applications.
• Proficient in ServiceNow (Incident, Problem, Change, and Service Request modules), PagerDuty, Microsoft Teams, Power Automate, New Relic, Harness, and MS Copilot.
• Understanding of web and application servers (IIS, Apache, Tomcat) and database technologies such as Microsoft SQL Server.
• Exposure to monitoring tools like AppDynamics, SolarWinds, New Relic, SCOM, Nagios, or Zenoss.
• Basic scripting skills in PowerShell or similar tools.
• Hands-on experience with ITSM platforms, preferably ServiceNow.
IT Service Management Specialist/Associate Director, Service Management Specialist
Posted today
Job Viewed
Job Description
Brand: HSBC
Area of Interest:
Location:
Hyderabad, TG, IN,
Work style: Hybrid Worker
Date: 24 Oct 2025
Some careers shine brighter than others.
If you're looking for a career that will help you stand out, join HSBC, and fulfil your potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.
HSBC is one of the largest banking and financial services organizations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realize their ambitions.
We are currently seeking an experienced professional to join our team in the role of Associate Director, Service Management Specialist
In this role you will:
- Maintain and oversee the IT Service Incident Response and Recovery INCM.1 Control, Operating Instructions, procedures, and supporting documentation.
- Operate processes to ensure Controls and performance are met and can be evidenced, whilst oversee key forums, materials, and MI reporting.
- Contribute towards Continuous Improvement process through data analytics, stakeholder and management feedback, and industry best practices
- Support engagements with Audit, 2LOD, GCOO, and external parties on Control or process-related reviews and queries, and drive remediation of any resulting Audit actions, Helios risks, MSIIs etc
- Respond to changing organisational needs and help ensure processes and controls remain relevant and effective.
- Build effective and supportive working relationships throughout IT Service Management and with stakeholders across various GBGIs.
To be successful in this role you should meet the following requirements:
- Experience in service management processes like Incident, Change, Problem, Service Level Management and or relevant working experience.
- Self-motivated and an enthusiastic attitude.
- Experience or knowledge of IT control framework, understanding of risk culture in a financial institution.
- The ability to deliver in a pressurised time critical environment, prioritising own and team workloads.
- Knowledge/Experience of Service Management policies, standards and processes.
- General understanding of IT software, hardware, networks and operations.
- Formal certification in Service Management (such as ITIL qualification) and/or relevant working experience.
- Excellent communication, inter-personal and negotiating skills, focusing on verbal, remote and written communications, inclusive of ability and experience in interacting with senior management.
- Excellent leadership skills and people management experience.
- Good decision making and problem-solving ability.
- Strong analytical skills to understand and use metrics to draw conclusions.
- Situational Leadership.
You'll achieve more when you join HSBC.
is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working, and opportunities to grow within an inclusive and diverse environment. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.
Issued by - HSBC Software Development India