Incident Manager - Service Assurance

Job Summary

Job Title: Incident Manager Service Assurance

Location: Mumbai

Type: Onsite, Rotational Shift (24/7)

Team: Service Operations

Job Level: Incident Manager

Join Neysa as an Assistant Manager Service Assurance (Incident Manager), where you will play a pivotal role in ensuring the reliability, performance, and availability of AI-driven platforms and services. You will lead incident management processes, drive service assurance initiatives, and act as the central point of coordination across teams and stakeholders to ensure seamless service delivery in a 24/7 environment.

Responsibilities

• Ensure high service availability and adherence to SLA commitments
• Lead and manage major incidents with strong command and coordination
• Drive continuous improvement across incident, problem, and change management processes
• Enhance service delivery through governance, reporting, and analytics
• Act as the primary interface between customers, vendors, and internal teams
• Ensure smooth operations and service delivery through ITSM processes and guidelines
• Act as the primary point of contact for customers on service assurance and incident-related matters
• Handle escalations and ensure timely resolution of issues within SLA
• Be available in a 24/7 rotational support model; Incident & Problem Management; Own and manage the complete lifecycle of incidents and problems
• Drive major incidents (P1/P2) involving multiple teams with control and accountability; Prioritize incidents based on severity and SLA impact
• Ensure timely communication, updates, and resolution tracking; Deliver RCA reports and incident analysis
• Collaborate with cross-functional teams for resolution and continuous improvement
• Change Management: Ensure adherence to change management processes and governance; Lead Change Advisory Board (CAB) meetings
• Maintain change calendar to avoid conflicts and manage freeze periods
• Communicate planned, emergency, and unauthorized changes to stakeholders; Perform risk assessments and ensure proper documentation of changes
• Asset & Vendor Management: Maintain accurate CMDB with all asset configurations (physical, virtual, software, applications)
• Manage asset lifecycle including warranty (AMC) tracking
• Drive vendor management calls and coordination
• Process & Governance: Define, maintain, and enhance ITSM processes (incident, problem, change, vendor management)
• Develop escalation metrics, severity models, and communication templates
• Reporting & Analytics: Prepare MIS and monthly governance reports; Analyze incident trends and SLA compliance
• Conduct daily governance and review calls

Required Qualifications

• 10 to 15 years of experience in Service Assurance / Incident Management
• Bachelor s degree in Computer Science, IT, or related field (preferred)
• Strong experience in ITSM environments and operational governance
• Proven ability to handle high-severity incidents and stakeholder communication
• Strong knowledge of ITSM / ITIL frameworks and best practices
• Excellent written and verbal communication skills
• Strong leadership and ability to drive initiatives independently
• Good conceptual understanding of Linux OS, hardware, storage, virtualization, and backup technologies
• Basic understanding of AI models and their usage
• Strong analytical, reporting, and governance skills
• Preferred Skills: Experience with ITSM tools (ServiceNow, Remedy, etc.)
• Exposure to monitoring and observability platforms
• Experience working in cloud or AI-driven infrastructure environments; Strong stakeholder management and vendor coordination experience

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.