Incident Management Specialist

Location: India

Incident Management Specialist

Contract Type:
Permanent

Job Location:

Hyderabad - India

Incident Management Specialist

Location:

ADB SAFEGATE India Labs, Hyderabad

Type:
Full-time

Who Are We?

ADB SAFEGATE is the global market leader in Airfield Solutions, with a presence in 2,300 airports and 40 offices worldwide. We are building ADB SAFEGATE India Labs in Hyderabad - our latest software development hub. This is an opportunity to join a truly global company, working on innovative software solutions that support airport operations across Airfield, Apron, Terminal, Tower, and Weather solutions.

The Opportunity

We are looking for an Incident Management Specialist to ensure every IT user feels heard, helped, and satisfied. You will maintain the highest quality standards in Service Now incident and request management, with a strong focus on communication, user satisfaction, and continuous improvement.

What Will You Do?

* Incident & Request Management:
Monitor and review workflows in Service Now to ensure accurate, timely, and user-focused resolution.

* User Satisfaction Management:
Track feedback, satisfaction scores, and follow up on negative experiences.

* Communication Excellence:
Develop and enforce user-centric communication guidelines for IT teams and partners.

* Process Adherence & Improvement:
Audit compliance and recommend optimizations to improve efficiency and outcomes.

* Stakeholder

Collaboration:

Act as a bridge between IT teams, users, and service partners; facilitate workshops and training.

* Reporting & Analytics:
Create dashboards/reports on speed, quality, satisfaction, and resolution effectiveness.

We're Looking for Someone With:

Experience/Skills

* Advanced Service Now user (incident/request modules, reporting).

* Data analysis tools (Excel, Power BI).

* Collaboration tools (Teams, Outlook).

* Documentation platforms (Word, Confluence, SharePoint).

Education/Certifications

* Degree in ICT or equivalent work experience.

* Fundamentals of ITIL.

* Fundamentals of Agile + Scrum.

IT Skills/System Requirements

* Service Now:
Advanced user skills (incident, change, problem, supplier, contract modules).

* Data Analysis & Reporting:
Excel, Power BI, or similar.

* Process Documentation:
Word, Confluence, SharePoint.

* Collaboration Tools:
Microsoft Teams, Outlook.

* ITSM Tooling:
Understanding of ITSM platforms and best practices.

* Technical Understanding:
Basic knowledge of IT infrastructure and applications.

Languages

* Strong English communication skills (verbal and written).

Competencies

* Energetic and highly motivated.

* Positive mindset and solutions-oriented.

* Excellent communication skills across cultures.

* Proactive problem solver.

* Strong organizational and stakeholder management skills.

* Adaptability in dynamic environments.

Why Join ADB SAFEGATE?

* Be part of a global organization (1500+ employees) driving innovation in aviation.

* Play a technical leadership role shaping the future of airfield operations and contributing to Airside 4.0 vision.

* Collaborate with teams across Europe and North America.

* Competitive salary, benefits, and career growth opportunities.

* A collaborative and flexible work culture that values your contributions.

If you want to join a global business and enjoy being a team player who's driven and passionate, then this is your opportunity to come on board by applying!

What to learn more about working at ADB SAFEGATE then check out our Career's website