Incident Manager
Location: India, Mumbai
The Agfa-Gevaert Group develops, manufactures, and distributes an extensive range of analogue and digital imaging systems and IT solutions, mainly for the printing industry, healthcare sector, and specific industrial applications. Although the company operates entirely in business-to-business markets, Agfa technology contributes to everyday life around the world. Whenever you read a newspaper or visit a hospital, Agfa technology is often involved behind the scenes. Agfa strives to be the partner of choice for imaging and information systems by delivering innovative technology, high-quality solutions, and sustainable business practices. Agfa’s headquarters and parent company are located in Mortsel, Belgium.
About the Role:
Agfa is looking for an experienced, service-oriented Global Incident Manager to join its Global IT (Information & Communication Systems) organization. You will own and operate the end-to-end Incident Management and Major Incident Management process, ensuring that disrupted IT services are restored as quickly and safely as possible while minimizing business impact.
The role combines process ownership with hands-on operational execution. During incidents, you will take command of the coordination process, direct internal resolver teams and external service providers, establish the appropriate governance and communication cadence, and ensure that all parties remain focused on service restoration. Technical diagnosis and remediation remain the responsibility of the relevant technical resolver teams and service providers.
As a key member of Agfa’s internal IT Service Management organization, you will represent the customer organization and work closely with business stakeholders, internal technology teams, service owners, and managed service providers worldwide. You will retain internal accountability for service restoration, challenge and direct providers where required, and ensure that decisions reflect Agfa’s business priorities rather than the interests of an individual supplier. Collaboration with Problem Management and the other service management practices is part of normal day-to-day operations.
What You’ll Do:
- Own, govern, operate, and continuously improve the global Incident Management and Major Incident Management process.
- Lead major incidents from declaration through service restoration and operational closure.
- Organize and facilitate Major Incident bridge calls involving technical teams, service providers, service owners, and business stakeholders.
- Direct internal resolver teams and external service providers during incidents, set priorities, assign coordination actions, and drive timely progress toward service restoration.
- Coordinate incident resolution activities across internal teams and multiple external service providers while maintaining clear accountability.
- Ensure that technical diagnosis and remediation are performed by the appropriate resolver teams, while retaining ownership of incident coordination, escalation, communication, and governance.
- Monitor incident queues and drive the resolution of aging incidents, with attention to SLA performance, business impact, data quality, and timely closure.
- Provide clear, timely, and audience-appropriate status updates to business stakeholders, service owners, and leadership during incidents.
- Manage functional and hierarchical escalations and ensure timely engagement of the required technical, service-provider, and management resources.
- Facilitate post-incident reviews, document lessons learned and agreed actions, and ensure appropriate handover to Problem Management or other relevant service management practices.
- Develop and maintain Incident Management reporting, metrics, and performance dashboards using ServiceNow and Power BI.
- Maintain the Incident Management process documentation, working instructions, templates, communication standards, and governance routines.
- Act as backup for the Problem Manager when required; the Problem Manager will provide reciprocal backup for Incident Management.
- Support occasional escalations for major incidents outside standard office hours when business-critical situations require Incident Management coordination.
About You:
- You are comfortable taking control in high-pressure situations, coordinating multiple teams, and maintaining calm, precise communication.
- You combine an operational mindset with strong process ownership and understand how to create momentum across internal teams and service providers without taking over the technical resolver role.
- You bring a customer-side perspective: you understand the needs of an internal IT organization, can translate business impact into provider priorities, and are prepared to challenge suppliers constructively when service restoration is at risk.
- Excellent written and verbal communication skills, with the ability to address technical teams, business stakeholders, service providers, and senior leadership.
- Strong coordination, facilitation, escalation, and stakeholder-management capabilities.
- A structured, process-oriented approach to service management, combined with the pragmatism needed during major incidents.
- Strong analytical and problem-solving skills, with the ability to assess business impact, identify blockers, and determine appropriate escalation paths.
- Ability to remain calm, visible, and decisive during major incidents and service disruptions.
- A continuous-improvement mindset focused on service stability, quality, accountability, and business satisfaction.
Experience & Qualifications:
- Bachelor’s or Master’s degree in Information Technology, Computer Science, Engineering, or a related discipline, or equivalent relevant professional experience.
- At least five years of hands-on experience in Incident Management and Major Incident Management within a complex enterprise IT environment.
- Substantial recent experience performing Incident Management from within an internal enterprise IT function, with direct accountability to the customer organization and its business stakeholders. Experience gained only in an external service-provider delivery role is not sufficient for this position.
- Proven experience owning and operating Incident Management processes, including major-incident coordination, stakeholder communication, escalation, and post-incident review.
- Strong understanding of ITIL Incident Management practices and their interfaces with Problem Management and other IT service management practices.
- ITIL Foundation certification or a higher ITIL certification is preferred.
- Experience working with ServiceNow for incident workflows, queue management, SLA monitoring, process governance, and reporting.
- Experience using Power BI to develop or maintain operational reports, metrics, and performance dashboards.
- Broad understanding of enterprise IT infrastructure, applications, cloud services, workplace services, networks, and service dependencies. Deep technical troubleshooting is not required, as this is an Incident Management role rather than a technical resolver role.
- Experience working in outsourced or multi-provider IT environments and directing multiple service providers during incidents.
- Demonstrated ability to operate from the customer side of an outsourced model, holding service providers accountable, resolving cross-provider ownership issues, and protecting enterprise-wide business priorities during incidents.
- Experience managing major incidents across globally distributed teams and multiple regions, including the Americas, EMEA, and APAC.
- Fluent written and spoken English.
- Flexibil ity to support occasional major-incident escalations outside standard office hours, including evenings or weekends when required.
Why Join Us
- Work in a global, multicultural, and collaborative environment.
- Take ownership of a business-critical global IT service management process.
- Help shape and mature Incident Management across an evolving multi-provider service landscape.
- Contribute to digital transformation and service-quality improvement initiatives.
- Collaborate with international teams and strategic technology partners.
- Access long-term learning and career-development opportunities.
- Receive competitive compensation and benefits.
If you are passionate about service management, thrive in dynamic global environments, and enjoy bringing structure and direction to complex incidents, we invite you to join Agfa and make a global impact.