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ITSM Incident Manager

Actively Reviewing the Applications

Envestnet

India, Kerala, Trivandrum Full-Time On-site

Posted 2 months ago • Apply by May 29, 2026

Job Description

Description

Key Responsibilities

Incident Management (Primary Focus)

Participate in major incident response as part of an on-call rotation, ensuring timely coordination and clear communication with stakeholders.
Assist in prioritizing and escalating incidents based on severity and business impact.
Facilitate troubleshooting and resolution efforts during assigned incidents.
Maintain accurate incident records in ITSM tools (e.g., Jira Service Management) and support compliance with SLAs.
Share updates through established communication channels (Statuspage, Teams, etc.).
Participate in Post-Incident Reviews (PIR), helping document root cause analysis and identify improvement actions.

Continuous Service Improvement

Work with ITSM leadership and peers to identify process gaps and propose enhancements for incident handling.
Support initiatives that improve efficiency and consistency across ITIL practices, including Change, Problem, and Service Level Management.

Problem Management (Backup Role)

Assist Problem Managers with root cause analysis and long-term remediation planning when needed.
Ensure linkage between incidents and problems for accurate trend analysis and reporting.

Required Skills & Qualifications

Strong knowledge of ITIL v4 practices, especially Incident and Problem Management.
Experience in incident coordination within enterprise environments.
Excellent communication and stakeholder management skills under pressure.
Familiarity with ITSM tools (e.g., Jira Service Management, Opsgenie) and monitoring platforms.
Ability to work effectively in a team and contribute to resolution efforts in high-stakes scenarios.

Preferred Qualifications

ITIL Foundation or higher certification.
Experience with automation and reporting in ITSM platforms.
Exposure to cloud environments and modern DevOps practices.

Performance Metrics

Contribution to timely incident resolution and SLA adherence.
Quality and clarity of communication during incidents.
Participation in CSI initiatives and reduction of recurring incidents.

Other Details

This role is primarily weekday-focused; however, occasional weekend incidents or participation in an on-call rotation may be required. These situations are infrequent and supported by established escalation processes and team collaboration.