Job Description:Incident Management Specialist – Key Responsibilities and QualificationsPrimary Responsibilities:Effectively understand and respond to client queries via phone, email, and instant messaging, ensuring all issues and requests are accurately logged in the ticketing system.Utilize the Incident Management System to track, manage, and document incidents and service requests, including resolutions and workarounds.Evaluate the impact and severity of critical and major incidents.Collect relevant data to support incident analysis and facilitate informed decision-making.Serve as the central point of contact during critical incidents, ensuring coordination and engagement of all necessary teams.Design and implement standardized communication templates for consistent updates to internal and external stakeholders.Ensure clear, concise, and timely communication with internal teams, external partners, and appropriate authorities.Adhere to and maintain response Service Level Agreements (SLAs).Maintain comprehensive records of incident response activities, including actions taken, decisions made, and final outcomes.Lead post-incident reviews to identify lessons learned and recommend areas for improvement.Provide guidance and support to the incident response team during complex, high-pressure situations.Generate detailed incident reports outlining key findings, resolutions, and recommendations.Lead and facilitate restoration efforts for all business- or customer-impacting incidents in a 24x7x365 operational environment.Coordinate triage, recovery, and communication efforts during all major incidents.Drive technical bridges during major incidents and lead all efforts toward rapid service restoration.Assign and manage related Problem records, coordinating with resolution teams to ensure timely Root Cause Analysis (RCA) and closure.Establish metrics and reporting to enhance visibility into major incidents and track the progress of open problems.Participate in a 24x7x365 on-call rotation as required.Develop and maintain an Incident Response Plan that clearly defines roles, responsibilities, and escalation procedures.Periodically review and update incident response policies and procedures to ensure continued effectiveness.Qualifications:Minimum of 2 years’ experience supporting IT operations in a large-scale environment.Strong understanding of ITIL principles, particularly in Incident, Problem, and Change Management processes.Hands-on experience with ITSM tools such as ServiceNow.Familiarity with cloud platforms including AWS and Azure.Proven ability to manage ITIL workflows and drive incident resolution in high-pressure environments.Skills:MIM, Service NowAbout Company:UST is a global digital transformation solutions provider. For more than 20 years, UST has worked side by side with the world’s best companies to make a real impact through transformation. Powered by technology, inspired by people and led by purpose, UST partners with their clients from design to operation. With deep domain expertise and a future-proof philosophy, UST embeds innovation and agility into their clients’ organizations. With over 30,000 employees in 30 countries, UST builds for boundless impact—touching billions of lives in the process.
