Incident Manager

Engineering the AI-powered enterprise. With AI and cloud-native solutions, BETSOL accelerates cloud transformation for enterprises across 17+ countries. BETSOL holds several engineering patents, and is recognized with industry awards. BETSOL maintains a net promoter score that is 2x the industry average.  

BETSOL’s open source backup and recovery product line, Zmanda (Zmanda.com), delivers up to 50% savings in total cost of ownership (TCO) and delivers best-in-class performance.  

BETSOL Global IT Services (BETSOL.com) builds and supports end-to-end enterprise solutions, reducing time-to-market for customers.  

BETSOL offices are set against the vibrant backdrops of Broomfield, Colorado and Bangalore & Belagavi, India.  

We take pride in being an employee-centric organization, offering comprehensive benefits and opportunities.

Learn more at betsol.com

Job Description

About the Role:

You will be responsible for managing the end-to-end Incident Management process in alignment with ITIL guidelines while adapting to organizational requirements. You will play a critical role in ensuring quick restoration of services during disruptions by coordinating across multiple teams and driving incident resolution within defined SLAs. You will also lead major incident management, facilitate effective communication, and ensure continuous service improvement through root cause analysis and process adherence.

Responsibilities

• Manage the end-to-end Incident Management lifecycle, ensuring alignment with ITIL standards and organizational processes.
• Coordinate with internal and external teams to investigate, troubleshoot, and resolve incidents efficiently.
• Lead and manage major incidents, ensuring timely resolution with minimal business impact using agreed tools and processes.
• Facilitate and manage bridge calls, ensuring clear communication, capturing key discussion points, and driving action items.
• Ensure all incidents are resolved and closed within agreed SLAs, with proactive and timely stakeholder communication.
• Capture incident timelines and prepare, review, and publish Root Cause Analysis (RCA) reports within defined timelines.
• Maintain high standards of service excellence by adhering to incident management best practices.
• Work in a 24/7 operational environment, adhering to shift schedules as required.
• Utilize service management and alerting tools to monitor, track, and manage incidents effectively.
• Perform additional incident management–related tasks as required.

Qualifications

Looking For

2–5 years of experience in Incident Management or IT Service Management within a 24/7 production support environment.

Mandatory Skills

• Strong hands-on experience managing end-to-end Incident Management processes aligned with ITIL practices.
• Proven experience in handling Major Incident Management (MIM) and leading bridge calls effectively.
• Experience working with service management tools such as ServiceNow (SNOW), JIRA, and alerting/monitoring tools.
• Strong coordination and stakeholder management skills across cross-functional teams.
• Ability to work under pressure in a high-availability environment and drive quick resolution.
• Experience in SLA management, ensuring incidents are resolved within agreed timelines.
• Strong documentation skills for incident reports, RCA, and communication updates.
• Excellent verbal and written communication skills.

Good to Have Skills

• ITIL Foundation certification or knowledge of ITIL frameworks.
• Familiarity with problem management and change management processes.
• Basic understanding of infrastructure, cloud environments, and application support.
• Exposure to automation or scripting for incident handling and reporting.

Qualifications

B.E./B.Tech/MCA /BSc (Computer Science)