Job Description
The Incident Manager plays a key role in maintaining the overall health of IT Service Management (ITSM) processes by actively supporting change, problem, and incident management workflows; ensuring timely resolution, minimizing disruptions, and driving continuous improvement across service operations. You will serve as the first line of escalation for approximately 20% of applications during off-hours when the front-line support team is unavailable. Your responsibilities will include monitoring incoming tickets, ensuring timely progress on unresolved issues, and triaging with cross-functional teams to drive resolution. You will analyze recurring incidents to identify trends and generate detailed reports using ServiceNow and PowerPoint for handoff to the front-line team. A key part of your role will be to propose and implement process improvements aimed at reducing repeat issues, including opportunities for automation and self-healing solutions. Your ability to deep dive into daily operations and proactively identify optimization scenarios will be critical to enhancing overall system reliability and support efficiency. You will use ServiceNow to register and track all incidents or events reported by users. This role requires you to be available to start your shift around 10-11am IST.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.
Required Skills & Experience
- 5+ years of experience as an incident manager
- Strong ITSM experience (incident, change, and problem management)
- Proven ability to provide solutions for optimization and process improvement around ITSM and reoccurring incidents
- Experience with daily operational incident tickets (not major incidents)
- Service Now experience for managing tickets, reporting, and tracking incidents
- Analytical mindset, ability to identify and report trends and reoccurring incidents
Nice to Have Skills & Experience
- ITIL 4 Practitioner: Incident Management certification
- Power BI reporting and dashboarding experience
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.