Senior Incident Manager: ITSM, ServiceNow & AI Insights

What are the top 3 skills required for this role?
Incident Management
Service Now Reporting
Office Suites
AI

Job Description / Responsibilities

Job Summary
We are seeking an experienced Incident Manager with over 8+ years of ITSM experience, strong expertise in Service Now reporting and data analytics, and the ability to translate operational data into compelling business insights via presentations. The candidate should also have exposure to AI-driven capabilities.

Key Responsibilities
Incident Management

* Manage the end-to-end incident lifecycle ensuring minimal business impact.

* Lead Major Incident bridges, coordinate with stakeholders, and drive quick resolutions.

* Conduct post-incident reviews (MIRs) and ensure corrective/preventive actions.

* Ensure SLA adherence and proper escalation management.

* Develop and maintain Service Now dashboards, reports, and KPIs.

* Perform trend analysis on incident volumes, categories, and recurring issues.

* Analyze metrics such as:
Incident count, MTTR (Mean Time to Resolve),SLA compliance, Backlog trends

* Provide actionable insights to improve service performance.

* Create executive-level presentations using PowerPoint to communicate:
Incident trends, Problem areas, Performance insights

* Convert complex incident data into clear, impactful stories for leadership.

* Use data visualization techniques (charts, graphs, dashboards) to highlight insights.

* Present findings in Weekly/Monthly/Quarterly Service Reviews.

* Tailor messaging for both technical teams and business stakeholders.

* Support AI-driven incident categorization and resolution recommendations.

* Identify opportunities for automation and process optimization.

* Collaborate with teams to improve incident prediction and prevention.

* Identify root causes and recurring issues through data analysis.

* Work with Problem Management to reduce incident recurrence.

* Drive initiatives for process improvements and automation adoption.

Required

Skills & Qualifications
Experience

8+ years of experience in Incident Management / ITSM.
Experience in handling Major Incidents in enterprise environments.

Technical Skills

8 Years of experience in Incident Management or ITSM Roles.
- Strong Understanding of Incident Lifecycle (Logging >> Categorization >> Prioritization >> Resolution >> Closure)
- Problem-solving under pressure.
- Documentation and Knowledge Management.

Hands on experience in Service Now

- Experience with maneuvering capabilities of Service Now
- Creating Reports (SLA Breaches, MTTR, Incident Trends)

Strong reporting and data analysis skills
- Data Visualization (Preparing PPT for reporting).

Understanding of ITIL Framework
- Familiarity and hands on with ITIL Practices (especially Incident and Problem Management)
- Understanding of modules in Service Now such as Incident Management & Problem Management.

Exposure to AI/automation in IT operations.
- Identify automation opportunities.
- Collaborate with AI/ML Teams
- Identify opportunities for AI implementation.

Soft Skills

Strong decision-making under pressure.
Excellent communication and stakeholder management.
Ability to manage high-impact incidents calmly and effectively.

Preferred Qualifications

ITIL Certification (v3/v4)

Experience with Power BI/Tableau
Exposure to cloud platforms (Azure/AWS)

Key Performance Indicators (KPIs)

MTTR (Mean Time to Resolve)
SLA Compliance
Incident reduction trends
Quality of reporting & presentation
Effectiveness of insights delivered to leadership
Adoption of AI and automation initiatives