Service Delivery Incident Manager

New Era Technology Logo

New Era Technology

📍Remote - India

Summary

Join New Era Technology as a Service Delivery Incident Manager (SDIM) to lead and oversee incident management operations, ensuring swift restoration of normal service operations. You will lead a team of IT support engineers, manage client escalations, and implement process improvements. This role requires 10+ years of experience in IT support or incident management, including at least 2 years in a leadership role. A Bachelor’s degree in a related field is required, and ITIL certification is a plus. The position is full-time, remote, and requires EST time zone coverage with occasional on-call rotation. New Era Technology offers a team-oriented culture, continuous training, and competitive benefits.

Requirements

  • Strong leadership and team development skills
  • Excellent verbal and written communication
  • Ability to prioritize and manage a high volume of tickets
  • Commitment to delivering exceptional customer service
  • Broad technical expertise across operating systems, networks, applications, and SaaS platforms
  • Accountability, ownership, and adaptability in a fast-paced environment
  • Bachelor’s degree in IT, Computer Science, or related field
  • 10+ years in IT support or incident management, with at least 2 years in a leadership role
  • Deep understanding of IT infrastructure and service delivery processes
  • Proficient in ticketing systems (ConnectWise preferred)

Responsibilities

  • Lead, coach, and manage a team of IT support engineers
  • Conduct regular team meetings and performance reviews
  • Foster a culture of accountability, collaboration, and high performance
  • Oversee the end-to-end lifecycle of incidents—from identification to resolution and closure
  • Coordinate across teams to resolve Critical and High-Priority tickets swiftly
  • Ensure efficient triaging and prioritization of alerts based on business impact
  • Maintain industry-standard practices in Incident, Problem, and Triage Management
  • Act as the primary escalation point for high-impact client incidents
  • Ensure timely communication and resolution within agreed SLTs
  • Build and maintain strong relationships with clients through professional communication
  • Monitor ticketing systems (preferably ConnectWise) to ensure issue resolution quality and timeliness
  • Participate in regular process reviews and implement continuous improvements
  • Track and report on key performance indicators (KPIs) to improve service delivery
  • Maintain up-to-date process documentation and SOPs
  • Provide hands-on technical support for complex issues
  • Stay current with industry trends and ensure your team’s skills are up to date
  • Collaborate cross-functionally to ensure seamless support delivery

Preferred Qualifications

  • Experience with Managed Service Providers (MSP) is a strong plus
  • ITIL certification is a plus

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