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 and the healthcare sector, as well as for specific industrial applications. Although the company generates its entire turnover in business-to-business markets, it also contributes to everyday life around the world. Whenever you read a newspaper or visit a hospital, Agfa technology is often involved behind the scenes. The Agfa-Gevaert Group 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 and service-oriented Incident Manager to join its Global IT (Information & Communication Systems) organization. In this role, you will be responsible for leading the incident management process and ensuring the rapid restoration of IT services when disruptions occur. You will play a critical role in minimizing business impact, coordinating cross-functional resolution activities, and driving continuous improvement across the IT service landscape.

As a key member of the IT Service Management organization, you will collaborate closely with internal teams, managed service providers, and business stakeholders worldwide to ensure effective incident response, SLA compliance, and clear communication during both standard and major incidents.

About You (Skills Required)

You excel in high-pressure situations and have the ability to coordinate multiple teams while maintaining clear and effective communication. You combine a process-driven mindset with strong stakeholder management capabilities and a commitment to service excellence.

You possess:

• Excellent communication and stakeholder management skills.
• Strong coordination and facilitation capabilities.
• A structured, process-oriented approach to service management.
• Strong analytical and problem-solving skills.
• Ability to remain calm and decisive during major incidents and service disruptions.
• A continuous improvement mindset focused on service quality and business satisfaction.

What You'll Do (Duties & Responsibilities)

• Lead and govern the global Incident Management process.
• Manage major incidents and coordinate all activities required to restore services as quickly as possible.
• Organize and facilitate Major Incident bridge calls involving technical teams, vendors, and business stakeholders.
• Coordinate incident resolution activities across internal teams and external service providers.
• Monitor and drive resolution of aging incidents, ensuring SLA compliance and timely closure.
• Provide clear, timely, and regular status updates to business stakeholders and leadership teams.
• Manage escalations and ensure appropriate engagement of technical and management resources.
• Conduct post-incident reviews and identify opportunities for service improvement.
• Prepare and maintain incident management reports, metrIT, and performance dashboards.
• Serve as backup for the Problem Manager when required.

What You'll Bring (Experience & Qualifications)

• Bachelor's or Master's degree in Information Technology, Computer Science, Engineering, or a related discipline.
• Proven track record in Incident Management roles.
• Strong understanding of ITIL Incident Management processes and best practices.
• ITIL Foundation certification or higher certification preferred.
• Technical background with a solid understanding of enterprise IT infrastructure, applications, and service environments.
• Experience working in outsourced IT environments and coordinating multiple service providers.
• Experience managing major incidents in complex, global IT environments.
• Strong reporting, communication, and stakeholder engagement skills.
• High degree of flexibility and willingness to support major incidents that may occur outside standard business hours, including evenings, weekends, and on-call escalation situations, to ensure business continuity in a global 24/7 environment.

Why Join Us

• Work in a global, multicultural, and collaborative team environment.
• Opportunity to contribute to a digital transformation initiatives.
• Competitive compensation and benefits.
• Long-term learning and career development opportunities.
• Be part of a global IT organization that supports critical business operations worldwide.
• Collaborate with international teams and strategic technology partners.
• Play a key role in maintaining service stability and improving the end-user experience across Agfa's global IT environment.

If you are passionate about service management, thrive in dynamic environments, and enjoy coordinating teams to resolve incidents, we invite you to join Agfa and make a global impact.