The Incident Manager will be responsible for managing and coordinating all migration-related incidents during and after application cutover activities. The role ensures timely resolution, stakeholder communication, and operational stability throughout the migration lifecycle. Backup Change Manager.
Key Responsibilities
- Track, manage, and coordinate migration-related incidents during cutover and post-migration phases.
- Act as the central point of coordination for ongoing issues, escalations, and resolution tracking.
- Facilitate incident triage calls with technical teams, vendors, and client stakeholders.
- Monitor incident progress and ensure timely updates are communicated until closure.
- Maintain incident logs, action trackers, and status reporting dashboards.
- Escalate critical issues appropriately to ensure service restoration within agreed timelines.
- Coordinate root cause analysis and post-incident review activities.
- Provide regular operational updates to project leadership and stakeholders.
- Support stabilization activities during hypercare periods following migration.
- Provide backup support for Change Management activities during heavy pre-migration periods.
Required Skills & Experience
- Strong understanding of ITIL Incident Management processes.
- Experience managing incidents in enterprise IT or migration environments.
- Excellent coordination, communication, and stakeholder management skills.
- Ability to manage high-severity incidents under pressure.
- Familiarity with ITSM tools such as ServiceNow or equivalent.
- Strong analytical and problem-solving skills.
Preferred Qualifications
- ITIL Foundation certification or equivalent.
- Experience supporting migration cutovers or large-scale infrastructure/application transitions.
Knowledge of operationalsupport and service restoration processes
