Production Support Incident Manager

production Support Incident Manager, ITSM, ITIL, ServiceNow

• Primary skills:Process->Maintenance and Production Support process->PLM Production Support process,Process->Service Management->ITIL,Technology->Infra_ToolAdministration-ITSM->BMC Remedy ITSM,Technology->Infrastructure Security->IT Service Management • Knowledge of more than one technology • Basics of Architecture and Design fundamentals • Knowledge of Testing tools • Knowledge of agile methodologies • Understanding of Project life cycle activities on development and maintenance projects • Understanding of one or more Estimation methodologies, Knowledge of Quality processes • Basics of business domain to understand the business requirements • Analytical abilities, Strong Technical Skills, Good communication skills • Good understanding of the technology and domain • Ability to demonstrate a sound understanding of software quality assurance principles, SOLID design principles and modelling methods • Awareness of latest technologies and trends • Excellent problem solving, analytical and debugging skills • Lead end‑to‑end incident management for production environments, ensuring timely detection, triage, and resolution of high‑priority incidents within agreed SLAs. • Coordinate war rooms and bridge calls, driving technical teams to root cause and service restoration while maintaining structured communication and clear action plans. • Manage ITSM processes (Incident, Problem, Change as applicable), ensuring adherence to defined workflows, policies, and governance standards. • Utilize ServiceNow to log, track, prioritize, and report incidents, problems, and changes, ensuring data accuracy and completeness of records. • Perform impact and risk assessment for incidents and related changes, escalating appropriately to stakeholders and leadership when required. • Drive root cause analysis (RCA), document post‑incident reviews, and ensure implementation of corrective and preventive actions. • Monitor production health through dashboards, alerts, and reports, proactively identifying trends and recurring issues to reduce incident volume. • Collaborate with development and infrastructure teams to ensure stable releases, smooth deployments, and effective handover to support teams. • Ensure compliance with ITIL best practices and organizational standards across all support and incident management activities. Minimum Qualifications: • Education: B.Tech or equivalent degree in Computer Science, Information Technology, or a related engineering discipline. • Experience: 5–8 years of hands‑on experience in production support and incident management within IT services or enterprise environments. • Strong expertise in ITSM frameworks with practical experience managing Incident and Problem processes. • Proven experience using ServiceNow (or similar ITSM tools) for incident, problem, and change management activities. • Solid background in production support, including working with on‑call rotations, SLAs, and high‑severity incident handling. • Demonstrated ability to coordinate multiple teams during incidents and drive them towards timely resolution. • Excellent communication skills for clear, concise updates to technical and non‑technical stakeholders during critical events.