Incident Manager

Solugenix is a leader in IT services, delivering cutting-edge technology solutions, exceptional talent, and managed services to global enterprises. With extensive expertise in highly regulated and complex industries, we are a trusted partner for integrating advanced technologies with streamlined processes. Our solutions drive growth, foster innovation, and ensure compliance—providing clients with reliability and a strong competitive edge.

Recognized as a 2024 Top Workplace, Solugenix is proud of its inclusive culture and unwavering commitment to excellence. Our recent expansion, with new offices in the Dominican Republic, Jakarta, and the Philippines, underscores our growing global presence and ability to offer world-class technology solutions. Partnering with Solugenix means more than just business—it means having a dedicated ally focused on your success in today's fast-evolving digital world.

Job Title: Incident Manager

Job Location: Hyderabad

Experiences: 4-7 Years

Job Type: Full time

Shift Timings: Rotational Shifts (24/7)

Work Mode : 5 Days Work from Office (SODC Environment)

Job Summary:

The experienced incident manager will be responsible for monitoring different applications related to alerts, service now tickets, Chat pings and ensure they are addressed in timely manner. The support team handles the L1 activities and escalates the issues to next level teams as and when needed.

Role and Responsibilities:

• Monitor and ensure incoming P1 and P2 incidents are assigned, accurately categorized, and prioritized.
• Assess the impact and severity of incidents, making real-time decisions to escalate as necessary based on predefined procedures.
• Collaborate with cross-functional teams, including technical and non-technical stakeholders, to ensure effective incident resolution.
• Maintain clear and constant communication throughout the incident lifecycle, providing updates and status reports to stakeholders, leadership, and users.
• Facilitate post-incident reviews to identify root causes and contributing factors of incidents, ensuring that corrective and preventive actions are implemented.
• Generate comprehensive incident reports, highlighting key findings, outcomes, and recommendations for improvement.
• Ensure alignment with ITIL or other industry-standard frameworks to optimize incident management procedures.
• Collaborate with the Incident Management team to develop and refine incident response processes, workflows, and best practices.
• Ensure alignment with ITIL or other industry-standard frameworks to optimize incident management procedures.
• Flexibility to work in 24/7 rotational shifts, i.e. early morning, afternoon, night, and weekend shifts

Key Skills:

• 4 to 7 years experience in a support analyst role
• Strong understanding of IT infrastructure, systems, and applications.
• Excellent problem-solving skills and the ability to make sound decisions under pressure.
• Exceptional communication and interpersonal skills to interact with stakeholders at various levels.
• Bachelor's degree in information technology, Computer Science, or related field.
• Experience in Service now, JIRA, ITSI
• Certifications such as ITIL, Certified Information Systems Security Professional (CISSP), or Certified Incident Manager (CIM) are a plus.
• Analytical mindset with the capability to drive trend analysis and implement process improvements.
• Willing to work in 24/7 rotational shifts.

Education & Certifications: Bachelor's degree Computer Science, or related field