Service Operations Incident Manager

The opportunity:

We are looking for an experienced Service Operations Incident Manager to lead the end-to-end lifecycle of incidents, from detection and logging to resolution and closure, ensuring adherence to agreed SLA.

How you'll make an impact:

• Monitor incident queues, escalate issues as necessary, and coordinate efforts across support team to ensure swift resolution.
• Triage, lead and facilitate the major incidents ensuring timely resolution as per the agreed SLA.
• Act as the primary point of contact for incident communication and provide timely updates to affected users, management, and other stakeholders.
• Facilitate post incident reviews to identify underlying causes and implement corrective actions to prevent future occurrences.
• Continuously evaluate and improve incident management processes, tools and workflows.
• Ensure incidents are resolved efficiently to restore normal service operations as quickly as possible.
• Ensure adherence to organizational policies, SLA's and compliance standards.
• Responsible to ensure compliance with applicable external and internal regulations, procedures, and guidelines.
• Living Hitachi Energy's core values of safety and integrity, which means taking responsibility for your own actions while caring for your colleagues and the business.

Your background:

• Bachelor's or Master's degree preferred.
• Minimum 12 years of experience managing ERP AMS portfolio.
• Proven experience in Incident Management, IT service management (ITSM) or a related role.
• Strong understanding of ITIL principles and best practices.
• Excellent communication and interpersonal skills.
• Ability to work under pressure and handle multiple priorities.
• Analytical mindset with problem solving skills.
• Experience with incident management tools (e.g., Service Now, Power BI).
• Good experience of SAP/ERP processes.
• Proficiency in both spoken & written English language is required.

Apply now

Current employees apply here

Client-provided location(s): Bangalore, India

Job ID: Hitachi_Energy-JID3-146419

Employment Type: FULL_TIME

Posted: 2025-07-23T23:37:50