Incident Manager (NOC Environment Focus)

Incident Manager (NOC Environment Focus)

Role Overview

The Incident Manager (NOC Environment) is responsible for managing the end-to-end incident lifecycle, ensuring that IT and network services are restored as quickly as possible with minimal business impact. The role demands deep expertise in incident management processes, proactive monitoring, collaboration across IT and network teams, and the ability to work under pressure in 24/7 operational settings.

Mandatory Requirement: NOC Environment

Key Responsibilities

• Oversee the incident lifecycle, including detection, logging, classification, prioritization, investigation, resolution, and closure of incidents, in both IT and network environments.
  
• Supporting incidents related to Monitor NOC environment (network performance, server uptime, infrastructure health) and respond promptly to alerts using integrated tools.
  
• Initiate and manage bridge calls for major incidents, driving rapid restoration by coordinating across multiple resolver groups (network, infrastructure, applications).
  
• Ensure adherence to escalation processes with senior management and external vendors during critical incidents.
  
• Communicate incident status, business impact, and resolution progress to stakeholders through well-structured and real-time updates.
  
• Conduct post-incident reviews (PIR) and root cause analysis (RCA) to identify opportunities for future prevention and process improvement.
  
• Develop and maintain comprehensive incident management playbooks, SOPs, and knowledge bases for use by internal teams.
  
• Track incident metrics (MTTR, MTBF, SLA adherence) and prepare performance reports to drive improvements in service availability.
  
• Collaborate with Problem and Change Management teams to ensure a seamless process flow and implementation of preventive measures.
  
• Provide training to NOC staff and IT teams on proactive monitoring, escalation procedures, and ITIL best practices.
  

Required Qualifications

• Bachelor’s degree in Engineering.
  
• 8+ years of experience in IT service management and incident management, preferably within a NOC or 24/7 operational environment.
  
• Relevant certifications such as ITIL Foundation (v3 or v4), ISO/IEC 20000, or equivalent.
  
• Strong experience with ITSM tools (e.g., ServiceNow, BMC Remedy) and knowledge of NOC monitoring tools (e.g., SolarWinds, Nagios, Zabbix).
  

Key Skills

• Mastery of ITIL-aligned incident management processes
  
• Strong technical background in IT infrastructure, networks, and monitoring systems.
  
• Proficient in conducting RCAs and implementing long-term preventive measures to avoid recurring incidents.
  
• Data-driven problem solving and experience tracking key metrics such as MTTR, MTBF, and incident frequency reduction.
  
• Ability to work under pressure in high-stress, critical environments with minimal supervision.
  
• Excellent cross-functional coordination and communication skills, with experience in leading high-stakes bridge calls.
  
• Experience in disaster recovery and business continuity planning, including involvement in incident simulations or drills.