Critical Incident Management Specialist

Job Description :We are looking for an experienced Critical Incident Management Specialist to lead and coordinate the resolution of high-priority incidents while ensuring minimal business impact. The ideal candidate should have strong incident management expertise, stakeholder communication skills, and experience working in enterprise IT service management environments.Key Responsibilities :- Lead and manage P1/P2 incidents from identification through resolution and closure.- Coordinate with cross-functional technical teams to ensure timely incident resolution.- Drive incident bridges, assign action items, and monitor progress until service restoration.- Communicate incident status, business impact, and resolution updates to stakeholders and leadership.- Conduct post-incident reviews (PIRs) and ensure root cause analysis (RCA) is completed.- Identify recurring incidents and recommend preventive measures to improve service stability.- Ensure adherence to ITIL-based Incident and Problem Management processes.- Maintain accurate incident documentation, reports, and service metrics.- Collaborate with Change, Problem, and Service Management teams to improve operational efficiency.- Support continuous improvement initiatives for incident response and service availability.Required Skills :- 5 - 10 years of experience in Critical Incident Management or IT Service Management.- Strong knowledge of ITIL Incident and Problem Management processes.- Hands-on experience with ServiceNow, BMC Remedy Action Request System (Remedy ARS), and CA Service Desk Manager.- Excellent coordination, communication, and stakeholder management skills.- Ability to manage multiple high-priority incidents in a fast-paced environment.- Strong analytical and problem-solving abilities.- Experience in preparing incident reports, dashboards, and post-incident reviews.Education (Mandatory) :- Full-time B.E./B.Tech, B.Sc, B.Com, MCA, M.Tech, MBA/PGDM, M.Com, MS, or M.Sc. (ref:hirist.tech)