Incident Manager

# Incident Manager
> Weekday AI · Chennai, India · Full-time · Posted 2026-07-29
**Workplace:** on_site
**Department:** Weekday's Client via platform
## Description
**This role is for one of the Weekday's clients**
Min Experience: 2+ years

Location: Chennai, Tamil Nadu, India

JobType: full-time
## Requirements
**Key Responsibilities**

• Manage the complete lifecycle of Major and High-Priority Incidents from identification through resolution and closure.
• Lead incident bridge calls and coordinate with application, infrastructure, cloud, network, database, and support teams to expedite resolution.
• Ensure timely incident response, escalation, communication, and resolution in accordance with defined SLAs.
• Monitor incident queues and prioritize issues based on business impact and urgency.
• Provide regular status updates to business stakeholders, customers, and senior leadership during critical incidents.
• Coordinate technical teams to identify workarounds and restore services as quickly as possible.
• Conduct post-incident reviews (PIRs), document root causes, corrective actions, and lessons learned.
• Track recurring incidents and collaborate with Problem Management teams to drive permanent resolutions.
• Maintain incident documentation, dashboards, and reports for operational reviews and management reporting.
• Ensure compliance with ITIL Incident Management processes and organizational governance.
• Support change implementation activities and assess potential impacts during planned maintenance windows.
• Identify opportunities for automation and continual service improvement to enhance operational efficiency.

**Required Qualifications**

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
• 2–5 years of experience in Incident Management, IT Operations, Service Delivery, or Production Support.
• Strong understanding of IT Service Management (ITSM) processes and ITIL best practices.
• Experience managing Major Incidents in enterprise production environments.
• Excellent communication, coordination, and stakeholder management skills.
• Ability to work effectively under pressure in a fast-paced operational environment.
• Willingness to work **24x7 rotational shifts**, including weekends and public holidays.

**Required Technical Skills**

• ITSM Tools: ServiceNow, BMC Remedy, Jira Service Management, or equivalent.
• Monitoring Tools: Splunk, Dynatrace, AppDynamics, Datadog, Grafana, SolarWinds, or similar.
• Ticketing and Incident Tracking Systems.
• Microsoft Office Suite (Excel, PowerPoint, Word).
• Basic understanding of cloud platforms (AWS, Azure, GCP) is desirable.
• Familiarity with Linux/Windows environments, networking, databases, and enterprise applications is an advantage.

**Preferred Qualifications**

• Experience supporting large-scale enterprise production environments.
• Exposure to cloud-based applications, microservices, APIs, and DevOps environments.
• Knowledge of Change Management, Problem Management, and Release Management processes.
• Experience working with global teams across multiple time zones.

**Preferred Certifications**

• ITIL Foundation Certification (Preferred)
• ITIL Intermediate (Good to have)
• Microsoft Azure Fundamentals / AWS Cloud Practitioner (Good to have)

### Must-have skills

ITSM, Incident Management

## Apply
[Apply at Weekday AI](https://apply.workable.com/weekday-1/j/3AFE76FC4F/apply)
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