Incident Manager – IT Operations

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TechSurge Private Limited

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2011

💼 Consulting

🏥 Healthcare

📦 Logistics

Consulting • Healthcare • Logistics

TechSurge Private Limited is an IT services and solutions company providing a broad range of technology offerings including application development, cloud services (Office 365, Azure), business intelligence (Power BI, IBM analytics), enterprise applications and ERP (Microsoft Dynamics, Oracle EBS), infrastructure and virtualization (VMware, hyperconverged), security analysis (endpoint protection, advanced threat protection, DLP) and big data solutions. The company also provides outsourced support (L1–L3, resident engineers), consultancy, migrations and upgrades, paid digital marketing, web design, graphic and animation services, content writing, domain/hosting and web maintenance, along with training and consultancy through its Tech Center. TechSurge serves corporate customers across multiple regions with offices in Pakistan, Ghana, Australia and the USA, focusing on B2B enterprise technology deployments, managed services and cybersecurity solutions.

📋 Description

• Lead and coordinate major incident resolution to ensure rapid service restoration • Own the end-to-end Incident Management lifecycle from detection through closure • Assess incident severity, business impact, and prioritization • Ensure incidents are logged, categorized, prioritized, escalated, and resolved within agreed SLAs • Chair and facilitate Major Incident bridge calls and war-room activities • Communicate incident updates to business stakeholders, customers, and management • Prepare and distribute status updates, executive summaries, and notifications • Coordinate Infrastructure, Network, Application, Security, Cloud, and Vendor support teams • Act as the primary escalation point for critical and high-priority incidents • Conduct post-incident reviews and lessons-learned sessions • Drive Root Cause Analysis activities and track corrective and preventive actions • Collaborate with Problem Management teams on underlying issues and long-term solutions • Monitor incident trends, service performance metrics, and operational KPIs • Prepare management reports, dashboards, and service reviews • Identify and implement incident management process and operational improvements • Ensure compliance with Incident Management policies, procedures, and ITIL standards • Support IT Service Management audits and governance activities • Maintain accurate incident, RCA, and operational procedure documentation

🎯 Requirements

• Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field • ITIL Foundation certification • 5+ years of experience in IT Operations, Service Management, or Incident Management • Proven experience managing Major Incidents in complex enterprise environments • Experience with ITSM tools such as ServiceNow, BMC Remedy, Jira Service Management, or similar platforms • Experience coordinating cross-functional technical teams and vendors • Strong Incident and Major Incident Management expertise • Strong analytical and problem-solving abilities • Knowledge of the ITIL Service Management framework • Experience with SLA, KPI, and operational performance management