ITSM Incident & Problem Manager

Tech Operations (ITIL) Analyst

at Convera

Pune- WFH

We are establishing a Global Command Center responsible for 24×7 operational oversight, service availability, and incident leadership across the organization. The Incident Manager plays a critical role in protecting service reliability, enforcing ITSM discipline, and ensuring consistent operational outcomes. This role goes beyond reactive incident handling. The Incident Manager is accountable for service health, availability, reliability KPIs, and the end-to-end execution of Incident and Problem Management practices, while serving as the primary interface between technology teams, business stakeholders, and executive leadership during incidents.

Core Objectives of the Role:

• Maintain high service availability and reliability across customer-facing and critical internal services.
• Lead major incidents with clarity, structure, and urgency
• Ensure consistent execution of ITSM processes, particularly Incident and Problem Management
• Provide real-time operational visibility and executive-ready communications
• Drive continuous improvement in operational KPIs and service stability

Key Responsibilities: 

Incident & Major Incident management 

• Serve as the Incident Manager / Major Incident Manager for high-severity and business-impacting incidents by organizing incident bridges and war rooms, driving Rapid triage / Clear ownership / Timely decision-making.
• Ensure incidents are properly classified, prioritized, and escalated based on impact and urgency.

ITSM Process Ownership & Governance 

• Enforce ITIL-aligned Incident and Problem Management practices 

• Ensure accurate and complete documentation within ServiceNow, including Impact and affected services / Incident timelines / Root cause summaries and follow-ups 
• Play the role of Problem Manager to Identify recurring issues and systemic risks / Ensure RCAs are completed with actionable outcomes 
• Act as a process authority during incidents, ensuring teams adhere to defined ITSM standards 

Service Availability, Reliability & KPIs 

• Own operational oversight of service availability and reliability - Monitor and manage key service health indicators, including Service availability and uptime / Incident volumes and severity trends / MTTR and MTTD / SLA and OLA adherence 

• Use observability data to proactively identify service degradation and emerging risks 
• Escalate systemic availability or reliability concerns to leadership with data-backed insights 

Observability & Operational Intelligence 

• Actively leverage observability platforms (e.g., Grafana, Datadog)  
• Partner with engineering and SRE teams to improve Monitoring coverage / Alert quality and signal-to-noise ratio 
• Ensure alerting and escalation via PagerDuty aligns with service criticality.

Communication & Executive Engagement

• Serve as the primary communication lead during incidents - Deliver concise, executive-level updates that articulate Business impact / Current status / Mitigation steps / Next milestones 
• Translate complex technical details into clear business language 
• Maintain confidence and composure while engaging senior leaders during high-pressure events

Post-Incident & Continuous Improvement

• Facilitate or support post-incident reviews - Identify trends, gaps, and opportunities for Process improvement / Tooling enhancement / Better operational readiness 
• Contribute to the evolution of Command Center playbooks, runbooks, and response standards 

Required Qualifications & Experience:

• 3–6 years of experience in: Incident Management/ Major Incident / Command Center operations 
• Production operations or site reliability support 
• Proven experience managing high-severity incidents in 24×7 environments 
• Demonstrated ownership of service reliability and operational KPIs 

ITSM & Process Expertise 

• Strong working knowledge of ITIL / ITSM frameworks 

• Deep hands-on experience with: 
• Incident Management 
• Major Incident workflows 
• Problem Management  
• Experience enforcing ITSM discipline across distributed technology teams 

Skills & Competencies 

• Exceptional communication and facilitation skills 
• Strong analytical mindset with comfort using metrics and dashboards 
• Ability to operate decisively in high-pressure situations 
• Influences outcomes without formal authority 
• Comfortable interfacing with executive leadership 

Nice-to-Have 

• Experience in regulated or customer-critical environments (FinTech, Payments, SaaS) 
• Exposure to ITSM tools like ServiceNow, PagerDuty etc. 
• Exposure to monitoring tools like Datadog, Grafana, Dynatrace etc. 

About Convera
Convera is the largest non-bank B2B cross-border payments company in the world. Formerly Western Union Business Solutions, we leverage decades of industry expertise and technology-led payment solutions to deliver smarter money movements to our customers – helping them capture more value with every transaction. Convera serves more than 30,000 customers ranging from small business owners to enterprise treasurers, educational institutions, financial institutions, law firms, and NGOs. Our teams care deeply about the value we bring to our customers, making Convera a rewarding workplace. This is an exciting time for our organization as we build our team with growth-minded, results-oriented people who are looking to move fast in an innovative environment. As a truly global company with employees in over 20 countries, we are passionate about diversity; we seek and celebrate people from different backgrounds, lifestyles, and unique points of view. We want to work with the best people and ensure we foster a culture of inclusion and belonging.

We offer an abundance of competitive perks and benefits including: 

• Market competitive monthly gross salary.
• Great career growth and development opportunities in a global organization
• Generous insurance (health, disability, life)
• Paid holidays, time-off, and leave policies for life events (maternity, paternity, adoption)
• Paid volunteering opportunities (5 days per year)

There are plenty of amazing opportunities at Convera for talented, creative problem solvers who never settle for good enough and are looking to transform Business to Business payments. Apply now if you’re ready to unleash your potential.

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