Incident Manager - ITSM

Pune, IN-MH

Position Type

Full Time

Requisition ID

12438

Level of Education

3 Year Degree or equivalent

Years of Experience

7+ to 10 Years

Exela is a business process automation (BPA) leader, leveraging a global footprint and proprietary technology to provide digital transformation solutions enhancing quality, productivity, and end-user experience. With decades of expertise operating mission-critical processes, Exela serves a growing roster of more than 4,000 customers throughout 50 countries, including over 60% of the Fortune® 100. With foundational technologies spanning information management, workflow automation, and integrated communications, Exela's software and services include multi-industry department solution suites addressing finance & accounting, human capital management, and legal management, as well as industry-specific solutions for banking, healthcare, insurance, and public sectors. - Through cloud-enabled platforms, built on a configurable stack of automation modules, and 17,500+ employees operating in 23 countries, Exela rapidly deploys integrated technology and operations as an end-to-end digital journey partner.

Job Title & Summary

As an Incident Manager at XBP Global, you will serve as the primary point of accountability for restoring normal service operations as quickly as possible following service disruptions. You will lead cross-functional incident response teams, coordinate resolution activities, and ensure minimal impact on business operations. This role requires a seasoned professional with deep ITIL expertise and exceptional crisis management capabilities to drive our incident management maturity to world-class standards.

Key Responsibilities* Lead end-to-end incident management lifecycle from detection through resolution and closure

• Coordinate Major Incident responses, establishing incident command structure and communication protocols
  
• Collaborate with technical teams, vendors, and business stakeholders to minimize service disruption impact
  
• Maintain real-time incident status updates and stakeholder communications during critical incidents
  
• Conduct post-incident reviews and ensure implementation of preventive measures and process improvements
  
• Develop and maintain incident management procedures, playbooks, and escalation matrices
  
• Monitor incident metrics, KPIs, and SLA compliance to identify trends and improvement opportunities
  
• Train and mentor IT staff on incident response procedures and ITIL best practices
  
• Interface with Change Management and Problem Management teams to ensure coordinated service delivery
  
• Participate in crisis management exercises and business continuity planning initiatives
  

NICE TO HAVE Skills* ITIL Intermediate Certification in Service Operations

• ServiceNow Certified Implementation Specialist (CIS) - ITSM
  
• ServiceNow certification (CSA/CAD preferred)
  
• Experience with cloud platforms (AWS, Azure, GCP) incident management
  
• Knowledge of automation tools and DevOps practices
  
• Experience leading digital transformation initiatives in ITSM
  
• Background in telecommunications, financial services, or healthcare industries
  
• Familiarity with Agile/DevOps incident response methodologies
  

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Engineering, or related field
  
• Minimum 7+ years of hands-on experience in ITSM and IT Operations
  
• ITIL v4 Foundation certification (mandatory)
  
• Experience in deployment of Incident Management process in ServiceNow
  
• Experience with enterprise-level incident management processes
  
• Strong understanding of ITIL framework and best practices
  
• Proven track record in stakeholder management and cross-functional collaboration
  

MUST HAVE Skills

• Expert knowledge of ITIL Incident Management processes and best practices
  
• Proven experience in managing critical incidents in enterprise environments (P1/P0 incidents)
  
• Strong analytical and problem-solving skills with ability to work under pressure
  
• Excellent verbal and written communication skills for stakeholder management
  
• Experience with ITSM tools (ServiceNow, Remedy, or similar platforms)
  
• Strong leadership abilities with experience in cross-functional team coordination
  
• Understanding of ITSM integration with Change, Problem, and Configuration Management
  
• Knowledge of monitoring tools, alerting systems, and incident detection mechanisms
  

Exela is committed to creating a diverse environment and is proud to be an equality opportunity employer. Qualified applicants will considered for employment without regard to their race, color, creed, religion, national origin, ancestry, citizenship status, age, disability, gender/sex, marital status, sexual orientation, gender identity, gender expression, veteran status, genetic information, or any other characteristic protected by applicable federal, state, or local laws.