Company Overview

Viraaj HR Solutions is a leading provider of human resource services dedicated to enhancing organizational effectiveness through strategic talent management. Our mission is to empower businesses by aligning their workforce capabilities with their strategic goals. We firmly believe in fostering a culture of integrity, collaboration, and professionalism, ensuring that both our clients and candidates are supported with top-tier employment solutions.

Role: Incident Manager

We are seeking a skilled Incident Manager to oversee and coordinate incident response to service disruptions and escalations. The Incident Manager is responsible for ensuring that all incidents are managed efficiently and effectively, ensuring minimal impact on service delivery and user experience. This position is crucial for maintaining the operational integrity of the organization.

Role Responsibilities

• Manage and coordinate incident response activities across teams.
• Analyze and assess the impact of incidents on service delivery.
• Facilitate root cause analysis for critical incidents to prevent recurrence.
• Work closely with IT support and development teams for timely issue resolution.
• Ensure adherence to SLA (Service Level Agreements) during incident management.
• Maintain detailed documentation of incidents and resolutions.
• Develop and implement incident management policies and procedures.
• Communicate effectively with stakeholders regarding incident status and updates.
• Conduct post-incident reviews to identify opportunities for improvement.
• Train and guide team members on incident management best practices.
• Utilize incident management tools for tracking and reporting purposes.
• Monitor incident trends and initiate preventive measures.
• Coordinate crisis management processes during major incidents.
• Report on incident performance and highlight areas for enhancement.
• Ensure compliance with security and regulatory requirements in incident handling.
  
  

Qualifications

• Bachelor’s degree in IT, Computer Science, or related field.
• 3-5 years of experience in incident management or IT support.
• Strong understanding of ITIL framework and best practices.
• Certifications in incident management (e.g., ITIL, ISO 20000) preferred.
• Proven track record in crisis management and problem resolution.
• Excellent verbal and written communication skills.
• Ability to work collaboratively in a fast-paced environment.
• Strong analytical and decision-making capabilities.
• Experience using incident management software and tools.
• Customer service-oriented mindset.
• Ability to manage multiple priorities effectively.
• Experience in forming cross-functional teams to handle incidents.
• Skilled in documentation and reporting methodologies.
• Knowledge of risk management principles.
• Commitment to continuous improvement and professional development.
  
  

We invite you to join our team at Viraaj HR Solutions, where you will have a significant impact on our incident management processes and overall service excellence.

Skills: problem solving,customer service,servicenow tool,technical documentation,risk assessment,communication skills,team coordination,analytical thinking,risk management,itil framework,crisis management,itsm tool administration and management,problem resolution,team collaboration,documentation skills,analytical skills,incident management