BETSOL
Information Technology And Services
IncidentManager
Neural analysis suggests this role is
optimal for mid candidates.
“Incident Manager at BETSOL. Skills: Incident Management, Major Incident Management, Service restoration. Manage Incident Management process. Coordinate to investigate incidents”
What You'll Achieve.
Quick restoration of services; Incident resolution within defined SLAs; Minimal business impact during incidents; Continuous service improvement
Industry & Context.
Troubleshoot incidents; Root cause analysis
24/7 operational environment, Shift schedules
What They're Looking For.
Must Have
2–5 years of experience in Incident Management, 2–5 years of experience in IT Service Management, experience managing end-to-end Incident Management processes, Proven experience in handling Major Incident Management, leading bridge calls effectively, Experience working with service management tools, coordination and stakeholder management skills, Ability to work under pressure, drive quick resolution, Experience in SLA management, documentation skills for incident reports, Excellent verbal and written communication skills
Nice to Have
ITIL Foundation certification, knowledge of ITIL frameworks, Familiarity with problem management, Familiarity with change management processes, Basic understanding of infrastructure, Basic understanding of cloud environments, Basic understanding of application support, Exposure to automation for incident handling, Exposure to scripting for incident handling, Exposure to automation for reporting, Exposure to scripting for reporting
What You'll Do.
Manage Incident Management process
Coordinate to investigate incidents
Coordinate to troubleshoot incidents
Coordinate to resolve incidents
Manage major incidents
Facilitate bridge calls
Ensure incidents resolved within SLAs
Ensure incidents closed within SLAs
Capture incident timelines
Adhere to incident management best practices
Work in 24/7 operational environment
Adhere to shift schedules
Utilize service management tools
Utilize alerting tools
Perform incident management tasks
How You'll Work.
Team & Collaboration
Coordination across multiple teams; Coordination with internal teams; Coordination with external teams; Stakeholder management
Communication Scope
Stakeholder communication; Verbal communication; Written communication
Full Job Description
Engineering the AI-powered enterprise. With AI and cloud-native solutions, BETSOL accelerates cloud transformation for enterprises across 17+ countries. BETSOL holds several engineering patents, and is recognized with industry awards. BETSOL maintains a net promoter score that is 2x the industry average. BETSOL’s open source backup and recovery product line, Zmanda (Zmanda.com), delivers up to 50% savings in total cost of ownership (TCO) and delivers best-in-class performance. BETSOL Global IT Services (BETSOL.com) builds and supports end-to-end enterprise solutions, reducing time-to-market for customers. BETSOL offices are set against the vibrant backdrops of Broomfield, Colorado and Bangalore & Belagavi, India. We take pride in being an employee-centric organization, offering comprehensive benefits and opportunities. Learn more at [betsol.com](https://www.betsol.com/) Job Description About the Role: You will be responsible for managing the end-to-end Incident Management process in alignment with ITIL guidelines while adapting to organizational requirements. You will play a critical role in ensuring quick restoration of services during disruptions by coordinating across multiple teams and driving incident resolution within defined SLAs. You will also lead major incident management, facilitate effective communication, and ensure continuous service improvement through root cause analysis and process adherence. Responsibilities * Manage the end-to-end Incident Management lifecycle, ensuring alignment with ITIL standards and organizational processes. * Coordinate with internal and external teams to investigate, troubleshoot, and resolve incidents efficiently. * Lead and manage major incidents, ensuring timely resolution with minimal business impact using agreed tools and processes. * Facilitate and manage bridge calls, ensuring clear communication, capturing key discussion points, and driving action items. * Ensure all incidents are resolved and closed within agreed SL
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