BETSOL
Technology
IncidentManager
Neural analysis suggests this role is
optimal for mid candidates.
“Incident Manager at BETSOL. Skills: Incident Management, Major Incident Management, Service Management, Root Cause Analysis. Manage Incident Management lifecycle. Coordinate incident investigation”
What You'll Achieve.
Quick restoration of services; Incident resolution within defined SLAs; Minimal business impact during incidents; Continuous service improvement
Industry & Context.
Troubleshooting; Root Cause Analysis
24/7 operational environment, Shift schedules
What They're Looking For.
Must Have
2–5 years experience Incident Management, 2–5 years experience IT Service Management, Experience in 24/7 production support, Hands-on experience managing Incident Management processes, Experience handling Major Incident Management, Experience leading bridge calls, Experience with ServiceNow, Experience with JIRA, Experience with alerting/monitoring tools, Coordination skills, Stakeholder management skills, Ability to work under pressure, Experience in SLA management, Documentation skills for incident reports, Documentation skills for RCA, Documentation skills for communication updates, Verbal communication skills, Written communication skills, B. E. /B. Tech/MCA /BSc (Computer Science)
Nice to Have
ITIL Foundation certification, Knowledge of ITIL frameworks, Familiarity with problem management, Familiarity with change management, 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 lifecycle
Coordinate incident investigation
Coordinate incident troubleshooting
Coordinate incident resolution
Manage major incidents
Facilitate bridge calls
Ensure incident resolution within SLAs
Ensure incident closure within SLAs
Communicate with stakeholders
Capture incident timelines
Adhere to incident management best practices
Work in 24/7 operational environment
Adhere to shift schedules
Manage incidents using tools
How You'll Work.
Team & Collaboration
Internal teams; External teams; Cross-functional teams
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/) 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 SLAs, with proacti
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