Job Description

This position is posted by Jobgether on behalf of a partner company. We are currently looking for an Incident & Problem Manager in India.

This role offers an exciting opportunity to lead critical incident response and problem management initiatives within a fast-paced, technology-driven environment focused on delivering reliable public service solutions. You will play a central role in ensuring operational stability, minimizing service disruptions, and improving overall customer experience through proactive problem resolution and continuous service improvement. Working closely with technical teams, operations, engineering, and business stakeholders, you will coordinate high-priority incident management activities and drive root cause analysis efforts across complex systems and platforms. The position combines operational leadership, stakeholder communication, analytical problem-solving, and process optimization, making it ideal for professionals who thrive under pressure and enjoy leading cross-functional collaboration. You will contribute directly to improving service resilience, accelerating issue resolution, and strengthening operational performance across global support environments. This opportunity is well-suited for individuals passionate about IT service excellence, customer satisfaction, and continuous improvement within modern SaaS and cloud-based ecosystems.

Accountabilities:

• Lead and coordinate the response to major incidents, ensuring rapid service restoration and minimal business disruption.
• Manage end-to-end incident and problem management processes aligned with ITIL best practices and operational standards.
• Facilitate effective communication between technical teams, operational stakeholders, leadership, and customers during high-severity incidents.
• Drive root cause analysis activities, post-incident reviews, and corrective action planning to prevent recurring issues.
• Own and continuously improve swarming frameworks and collaborative response models to accelerate issue resolution.
• Monitor incident trends, identify recurring problems, and implement preventative measures to enhance service stability and reliability.
• Collaborate cross-functionally with engineering, product, support, and operations teams to resolve complex technical challenges.
• Prepare and present incident reports, service reviews, and operational insights to internal stakeholders and customers.
• Utilize service management tools to track incidents, manage workflows, and maintain operational visibility.
• Assess business impact, prioritize risks, and coordinate resolution efforts during critical operational events.
• Support continuous improvement initiatives focused on service resilience, operational efficiency, and customer satisfaction.
• Maintain clear documentation, reporting standards, and governance practices across incident and problem management activities.

Requirements:

• Strong expertise in ITIL-based Incident Management and Problem Management processes.
• Proven experience managing high-severity incidents across cross-functional and distributed teams.
• Solid understanding of modern software environments including SaaS platforms, cloud infrastructure, APIs, and system integrations.
• Strong analytical and troubleshooting skills with experience conducting root cause analysis and trend identification.
• Experience facilitating collaborative swarming practices to resolve complex operational issues efficiently.
• Excellent verbal and written communication skills with the ability to communicate effectively with both technical and non-technical stakeholders.
• Experience presenting post-incident reviews, operational reports, and service updates to leadership teams and customers.
• Ability to assess operational risk, prioritize issues quickly, and remain calm under pressure in dynamic environments.
• Strong stakeholder management and influencing skills across support, engineering, operations, and product teams.
• Proficiency with service management and ticketing tools such as ServiceNow, Salesforce, Jira, or similar platforms.
• Data-driven mindset with experience generating and interpreting operational reports and service metrics.
• Strong coordination, facilitation, and organizational skills with a focus on continuous improvement and operational excellence.
• Customer-focused approach with a commitment to maintaining trust and delivering high-quality service experiences.
• Ability to work effectively in hybrid, remote, or flexible work environments.

Benefits:

• Flexible work arrangements including hybrid, remote, part-time, and adjusted work schedules.
• Inclusive, collaborative, and supportive workplace culture focused on employee growth and wellbeing.
• Opportunities for professional development and long-term career advancement.
• Exposure to large-scale SaaS, cloud, and enterprise operational environments.
• Volunteer and community engagement initiatives through dedicated giving and charity support programs.
• Dynamic and purpose-driven work environment focused on improving public sector outcomes through technology.
• Strong emphasis on work-life balance and employee satisfaction.
• Opportunity to collaborate with global teams and contribute to mission-critical operational improvements.
• Equal opportunity workplace committed to diversity, inclusion, and accessibility.

How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best! Why Apply Through Jobgether?
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
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