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Sutherland
Incident Manager
Incident Manager at Sutherland, Hyderabad. Manage end-to-end incident lifecycle using ServiceNow ITSM platform. 5+ yrs ITIL experience, ITSM tool proficiency required. Bachelor's IT degree. Excellent communication & analytical skills.
Consulting
Mid-Level
ServiceNow Role Type:
ServiceNow Modules:
IT Service Management
Incident Management
ServiceNow Certifications (nice to have):
Certified Implementation Specialist - IT Service Management
Job description
Posted on:
November 18, 2025
We are seeking an Incident Manager to join our team in Hyderabad, India. The successful candidate will own and manage the end-to-end Incident Management lifecycle, ensuring timely response and resolution. The role requires strong understanding of ITIL processes and service delivery frameworks, proficiency with ITSM tools, and excellent communication and analytical skills.
Requirements
- Bachelor's degree in Information Technology or a related field
- Minimum 5 years of experience in Incident Management within an ITSM environment
- Strong understanding of ITIL processes and service delivery frameworks (ITIL certification preferred)
- Proficiency with ITSM tools such as ServiceNow, Jira, or equivalent platforms
- Advanced skills in Microsoft Excel (reporting, dashboards, data analysis)
- Excellent verbal and written communication skills, especially for stakeholder engagement
- Proven multi-tasking and time management capabilities in high-pressure environments
- Self-motivated and able to lead bridge calls and resolution efforts independently
- Strong analytical mindset and problem-solving ability
Requirements Summary
5+ years of experience in Incident Management, strong understanding of ITIL processes, and proficiency with ITSM tools
