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Protocol Intelligence
Data-driven signals on your job's competitivenessMid-level metro Incident Manager with generalist skills (ITIL, ServiceNow) increases competition.
Incident management skills transfer across IT organizations but require ITIL/process experience, creating moderate domain specificity.
Explicit 2–5 years plus mandatory ITIL, ServiceNow and Major Incident Management skills enforce moderate filtering.
Job Description
Structured overview of role & requirementsAbout This Role
Manage the entire Incident Management lifecycle ensuring alignment with ITIL standards and organizational processes.
Lead major incident resolution including coordination of bridge calls and cross-team collaboration to meet SLA targets.
Deliver Root Cause Analysis reports and drive continuous service improvement through process adherence.
Minimum Requirements
2–5 years experience in Incident Management or IT Service Management within a 24/7 production support environment.
Hands-on experience with Incident Management processes aligned to ITIL.
Proficient in service management tools such as ServiceNow, JIRA, and monitoring tools.
Work Experience Required: 2–5 years in relevant incident or IT service management roles.
Ideal Candidate Profile
Experienced in high-pressure, high-availability 24/7 operational environments with proven SLA management skills.
Strong cross-functional coordination and stakeholder communication capabilities reflected in major incident leadership.
Technical familiarity with ITIL frameworks and service management tools, capable of delivering timely incident resolution and detailed documentation.