Incident Manager

Netomi

Incident Manager managing incidents within Netomi's AI platform for enterprise customer experience. Overseeing the incident lifecycle to minimize business impact and improve processes.

Posted 4/10/2026full-timeRemote • 🇮🇳 IndiaMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

ITSM

About the role

Key responsibilities & impact

Receive incident reports from various sources such as monitoring tools, users, or other IT teams. Ensure that all incidents are properly documented, including details such as the nature of the incident, affected systems, and initial assessment of impact.
Categorize incidents based on their nature, severity, and impact on business operations. Prioritize incidents according to predefined criteria, considering factors such as criticality, urgency, and potential business impact.
Act as the central point of contact for all stakeholders involved in incident management. Coordinate with various teams, including support teams, technical specialists, and management, to ensure timely resolution of incidents. Provide regular updates to stakeholders on the status of ongoing incidents, including progress made and expected resolution times.
Facilitate the resolution of incidents by providing support and guidance to technical teams. Ensure that appropriate resources are allocated to address incidents based on their priority and complexity. Monitor the progress of incident resolution activities and escalate as necessary to meet SLAs or restore service within agreed timeframes.
Conduct thorough post-incident reviews to identify root causes and contributing factors. Document lessons learned and recommendations for process improvements to prevent recurrence of similar incidents. Generate incident reports and metrics to track performance, analyze trends, and identify areas for improvement.
Continuously review and refine incident management processes and procedures to enhance efficiency and effectiveness. Implement best practices and industry standards to improve incident response capabilities. Provide training and guidance to team members and other stakeholders to ensure adherence to incident management policies and procedures.

Requirements

What you’ll need

Bachelor's degree in computer science, information technology, or a related field.
Proven experience in incident management or a similar role within an ITIL-based framework.
Strong analytical and problem-solving skills, with the ability to prioritize and manage multiple incidents simultaneously.
Excellent communication and interpersonal skills, with the ability to interact effectively with stakeholders at all levels.
Knowledge of IT service management tools and incident tracking systems.
Familiarity with ITIL or other IT service management frameworks.
Ability to remain calm and focused under pressure, with a sense of urgency to resolve incidents and minimize business impact.

Benefits

Comp & perks

🌐 Worldwide Post a Job Affiliates ❌ Jobs You've Hidden ⭐️ Saved Jobs ✅ Applied Jobs Account Netomi Website LinkedIn All Job Openings 51 - 200 employees 🤖 Artificial Intelligence 🏢 Enterprise ☁️ SaaS 💰 $30M Series B on 2021-11 Artificial Intelligence
Enterprise
SaaS Netomi is a company that specializes in providing AI-powered customer experience solutions. Their platform, known as Agentic OS, is designed for enterprise-scale customer service and integrates seamlessly with existing business systems. Netomi's solutions leverage generative AI and large language models to automate over 80% of customer inquiries, enhance customer satisfaction, and reduce support costs. Netomi is trusted by global brands across various industries, offering secure, proactive, and predictive customer care through omnichannel support, including email, chat, messaging, SMS, social media, search, and voice. The company ensures compliance with stringent security standards and data protection regulations. Incident Manager 🔥 0 minutes ago 🇮🇳 India – Remote ⏰ Full Time 🟡 Mid-level 🟠 Senior 👔 Manager Apply Now Find Hiring Managers Customize resume for this job ☆ Save ☑️ Mark as applied ❌ Hide Report problem 📋 Description
Receive incident reports from various sources such as monitoring tools, users, or other IT teams. Ensure that all incidents are properly documented, including details such as the nature of the incident, affected systems, and initial assessment of impact.
Categorize incidents based on their nature, severity, and impact on business operations. Prioritize incidents according to predefined criteria, considering factors such as criticality, urgency, and potential business impact.
Act as the central point of contact for all stakeholders involved in incident management. Coordinate with various teams, including support teams, technical specialists, and management, to ensure timely resolution of incidents. Provide regular updates to stakeholders on the status of ongoing incidents, including progress made and expected resolution times.
Facilitate the resolution of incidents by providing support and guidance to technical teams. Ensure that appropriate resources are allocated to address incidents based on their priority and complexity. Monitor the progress of incident resolution activities and escalate as necessary to meet SLAs or restore service within agreed timeframes.
Conduct thorough post-incident reviews to identify root causes and contributing factors. Document lessons learned and recommendations for process improvements to prevent recurrence of similar incidents. Generate incident reports and metrics to track performance, analyze trends, and identify areas for improvement.
Continuously review and refine incident management processes and procedures to enhance efficiency and effectiveness. Implement best practices and industry standards to improve incident response capabilities. Provide training and guidance to team members and other stakeholders to ensure adherence to incident management policies and procedures. 🎯 Requirements
Bachelor's degree in computer science, information technology, or a related field.
Proven experience in incident management or a similar role within an ITIL-based framework.
Strong analytical and problem-solving skills, with the ability to prioritize and manage multiple incidents simultaneously.
Excellent communication and interpersonal skills, with the ability to interact effectively with stakeholders at all levels.
Knowledge of IT service management tools and incident tracking systems.
Familiarity with ITIL or other IT service management frameworks.
Ability to remain calm and focused under pressure, with a sense of urgency to resolve incidents and minimize business impact. Apply Now 📊 Check your resume score for this job Improve your chances of getting an interview by checking your resume score before you apply. Check Resume Score Similar Jobs Engagement Manager 🔥 9 hours ago Wiser Solutions, Inc. 501 - 1000 🛍️ eCommerce 🛒 Retail 🤝 B2B Website LinkedIn All Job Openings Engagement Manager handling client campaign delivery for Wiser Solutions' Commerce Execution Suite. Collaborating with data teams to provide actionable insights and optimize data collection. 🇮🇳 India – Remote 💰 Seed Round on 2016-03 ⏰ Full Time 🟡 Mid-level 🟠 Senior 👔 Manager Senior Digital Activation Manager 🔥 15 hours ago Proofpoint 1001 - 5000 🔒 Cybersecurity 🏢 Enterprise 🔐 Security Website LinkedIn All Job Openings Senior Digital Activation Manager overseeing EMEA digital activation across executive social channels, LinkedIn campaigns, and ABM-targeted programmes. Enhancing credibility and engagement for priority markets. 🇮🇳 India – Remote 💰 $28M Series F on 2008-02 ⏰ Full Time 🟠 Senior 👔 Manager Vendor Manager 🔥 15 hours ago Accuray 501 - 1000 Website LinkedIn All Job Openings Vendor Manager overseeing third-party partner performance in outsourced processes at Accuray. Manage governance, service delivery, and continuous improvement for health technology services. 🇮🇳 India – Remote 💰 Post-IPO Debt on 2016-01 ⏰ Full Time 🟡 Mid-level 🟠 Senior 👔 Manager Senior Manager 🔥 18 hours ago Duck Creek Technologies 1001 - 5000 ☁️ SaaS 🏢 Enterprise Website LinkedIn All Job Openings Senior People Manager overseeing agile teams and technical leadership at Duck Creek Technologies. Driving performance, strategic planning, and product development in a flexible-first work environment. 🇮🇳 India – Remote 💰 $230M Private Equity Round on 2020-06 ⏰ Full Time 🟠 Senior 👔 Manager Senior Manager 🔥 21 hours ago Duck Creek Technologies 1001 - 5000 ☁️ SaaS 🏢 Enterprise Website LinkedIn All Job Openings Senior People Manager managing performance and results of multiple agile teams. Leading technical activities and ensuring delivery within quality standards in cloud-native software development. 🇮🇳 India – Remote 💰 $230M Private Equity Round on 2020-06 ⏰ Full Time 🟠 Senior 👔 Manager View More Manager Jobs 🌐 Worldwide Built by Lior Neu-ner. I'd love to hear your feedback — Get in touch via DM or support@remoterocketship.com Search Search Jobs by country Search jobs by city Search jobs by job title Search entry-level jobs Search junior-level jobs Search senior-level jobs Search jobs by tech stack Search jobs by contract type Search remote internships Search remote part-time jobs Remote jobs Anywhere in the World Companies Hiring Anywhere in the World Companies Hiring Sales People Anywhere in the World Companies Hiring Software Engineers Anywhere in the World Resources Advice Tips for finding remote jobs Interview questions and answers Resume examples Cover letter examples Post a job Affiliates Privacy policy Terms of service Job board SEO course AI Apply Copilot OpenClaw job finder Jobs by Country Remote jobs anywhere in the world (Worldwide remote jobs) Remote jobs United States Remote jobs Australia Remote jobs Brazil Remote jobs Canada Remote jobs France Remote jobs Ireland Remote jobs Germany Remote jobs Netherlands Remote jobs Spain Remote jobs UK Popular Jobs Remote data analyst jobs Remote customer support jobs Remote executive assistant jobs Remote marketing jobs Remote product designer jobs Remote product manager jobs Remote project manager jobs Remote recruiter jobs Remote sales jobs Remote software engineer jobs Jobs by Type Remote full-time jobs Remote part-time jobs Remote contract jobs Remote internship jobs Remote entry-level jobs Remote jobs with no experience required Remote junior jobs (1-3 years of experience) Digital nomad jobs Remote jobs with no degree required Freelance remote jobs Temporary remote jobs Remote jobs hiring now Stay at home mom jobs

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Hard Skills & Tools

incident managementITILanalytical skillsproblem-solving skillsincident tracking systemsprocess improvementSLA managementreport generationmetrics analysis

Soft Skills

communication skillsinterpersonal skillsprioritizationmulti-taskingcalm under pressureurgencystakeholder managementteam guidance