Situation Management

About the job

Role : Situation Management Location: Noida Experience: 3-7 Years Role Type: Permanent | Full time Notice Period: immediate Key Responsibilities: • Own and manage Major Incidents (Sev1/Sev2) and urgent Sev3 in a 24x7 Incident Management environment • Log, assess, categorize, and prioritize incidents in ServiceNow (SNOW) • Initiate bridges, drive incident calls, and provide timely status updates • Coordinate with SMEs and infrastructure teams to ensure rapid resolution • Manage escalations as per defined procedures and CUSTOMER SPOC guidelines • Ensure end-to-end incident closure with proper approvals Stakeholder & Governance: • Communicate incident status, ETAs, and resolution updates to stakeholders • Maintain accurate incident records, dashboards, and daily P1/P2 trackers • Drive RCA follow-ups and support audits, reviews, and compliance activities Reporting & Continuous Improvement: • Publish weekly/monthly incident reports and insights • Recommend process improvements and support cross-team training initiatives Skills & Tools: • ITIL processes, ServiceNow • Basic understanding of Infrastructure services (EUS, Data Center, Cloud, Network, Security)

Requirements

• ITIL processes
• ServiceNow
• Incident Management

Preferred Technologies

• ITIL processes
• ServiceNow
• Incident Management