Assistant Manager – Service Assurance (Incident Manager)

<h2>Job Title: Assistant Manager – Service Assurance (Incident Manager)</h2> <p><strong>Location:</strong>&nbsp;Mahape, Mumbai<br><strong>Type:</strong>&nbsp;Onsite, Rotational Shift (24x7)<br><strong>Team:&nbsp;</strong>Service Operations<br><strong>Job Level:&nbsp;</strong>Incident Manager<br><br></p> <hr> <h2>Our Purpose</h2> <p>India is in the middle of an extraordinary AI revolution, powered by a young, tech-savvy generation and visionary leaders who see the future in code and creativity. Across industries—from healthcare to finance to education—AI adoption is accelerating at record speed. Over 90% of business leaders are now reimagining their processes through AI, while developers and students across the country are building tools that are transforming the way India works and lives.</p> <p>At the heart of this movement stands Neysa, India’s trusted AI Acceleration Cloud Provider.<br>Neysa exists to democratize AI. Built in India for the world, Neysa carries the credibility of a leadership team that created Netmagic (now part of NTT Data). With a fully integrated system and deep local market insight, Neysa helps organizations across sectors confidently adopt, accelerate, govern, and scale AI.</p> <p><strong>The Future of AI, Built on Trust and Expertise. Hence, Neysa understands and builds the Home for Your AI.</strong></p> <hr> <h2>Who We Are</h2> <p>Co-founded by industry pioneers Sharad Sanghi and Anindya Das, Neysa combines deep expertise in cloud, AI infrastructure, and cybersecurity to empower the builders of the future.</p> <p>Its flagship product, Neysa Velocis, is a full-stack system built for modern AI—from training and fine-tuning to inference. It streamlines compute, orchestration, security, and observability, helping organizations in high-growth markets like India adopt AI faster, safer, and more cost-efficiently.</p> <hr> <h2>The Opportunity</h2> <p>Join Neysa as an Assistant Manager – Service Assurance (Incident Manager), where you will play a pivotal role in ensuring the reliability, performance, and availability of AI-driven platforms and services.</p> <p>You will lead incident management processes, drive service assurance initiatives, and act as the central point of coordination across teams and stakeholders to ensure seamless service delivery in a 24x7 environment.</p> <hr> <h2>What you’ll achieve in this role:</h2> <ul> <li> <p>Ensure high service availability and adherence to SLA commitments</p> </li> <li> <p>Lead and manage major incidents with strong command and coordination</p> </li> <li> <p>Drive continuous improvement across incident, problem, and change management processes</p> </li> <li> <p>Enhance service delivery through governance, reporting, and analytics</p> </li> <li> <p>Act as the primary interface between customers, vendors, and internal teams</p> </li> </ul> <hr> <h2>Roles and Responsibilities</h2> <p>As an Assistant Manager – Service Assurance (Incident Manager), you will:</p> <ul> <li> <p>Ensure smooth operations and service delivery through ITSM processes and guidelines</p> </li> <li> <p>Act as the primary point of contact for customers on service assurance and incident-related matters</p> </li> <li> <p>Handle escalations and ensure timely resolution of issues within SLA</p> </li> <li> <p>Be available in a 24x7 rotational support model</p> </li> </ul> <h3>Incident &amp; Problem Management</h3> <ul> <li> <p>Own and manage the complete lifecycle of incidents and problems</p> </li> <li> <p>Drive major incidents (P1/P2) involving multiple teams with control and accountability</p> </li> <li> <p>Prioritize incidents based on severity and SLA impact</p> </li> <li> <p>Ensure timely communication, updates, and resolution tracking</p> </li> <li> <p>Deliver RCA reports and incident analysis</p> </li> <li> <p>Collaborate with cross-functional teams for resolution and continuous improvement</p> </li> </ul> <h3>Change Management</h3> <ul> <li> <p>Ensure adherence to change management processes and governance</p> </li> <li> <p>Lead Change Advisory Board (CAB) meetings</p> </li> <li> <p>Maintain change calendar to avoid conflicts and manage freeze periods</p> </li> <li> <p>Communicate planned, emergency, and unauthorized changes to stakeholders</p> </li> <li> <p>Perform risk assessments and ensure proper documentation of changes</p> </li> </ul> <h3>Asset &amp; Vendor Management</h3> <ul> <li> <p>Maintain accurate CMDB with all asset configurations (physical, virtual, software, applications)</p> </li> <li> <p>Manage asset lifecycle including warranty (AMC) tracking</p> </li> <li> <p>Drive vendor management calls and coordination</p> </li> </ul> <h3>Process &amp; Governance</h3> <ul> <li> <p>Define, maintain, and enhance ITSM processes (incident, problem, change, vendor management)</p> </li> <li> <p>Develop escalation metrics, severity models, and communication templates</p> </li> </ul> <h3>Reporting &amp; Analytics</h3> <ul> <li> <p>Prepare MIS and monthly governance reports</p> </li> <li> <p>Analyze incident trends and SLA compliance</p> </li> <li> <p>Conduct daily governance and review calls</p> </li> </ul> <hr> <h2>Required Qualifications</h2> <ul> <li> <p>10 to 15 years of experience in Service Assurance / Incident Management</p> </li> <li> <p>Bachelor’s degree in Computer Science, IT, or related field (preferred)</p> </li> <li> <p>Strong experience in ITSM environments and operational governance</p> </li> <li> <p>Proven ability to handle high-severity incidents and stakeholder communication</p> </li> </ul> <hr> <h2>Primary Skills (Must Have)</h2> <ul> <li> <p>Strong knowledge of ITSM / ITIL frameworks and best practices</p> </li> <li> <p>Excellent written and verbal communication skills</p> </li> <li> <p>Strong leadership and ability to drive initiatives independently</p> </li> <li> <p>Good conceptual understanding of Linux OS, hardware, storage, virtualization, and backup technologies</p> </li> <li> <p>Basic understanding of AI models and their usage</p> </li> <li> <p>Strong analytical, reporting, and governance skills</p> </li> </ul> <hr> <h2>Preferred Skills</h2> <ul> <li> <p>Experience with ITSM tools (ServiceNow, Remedy, etc.)</p> </li> <li> <p>Exposure to monitoring and observability platforms</p> </li> <li> <p>Experience working in cloud or AI-driven infrastructure environments</p> </li> <li> <p>Strong stakeholder management and vendor coordination experience</p> </li> </ul> <hr> <h2>Why This Role is a Unique Opportunity at Neysa</h2> <p>This role places you at the center of mission-critical operations for AI-driven platforms. You will lead incident management at scale, influence service delivery standards, and drive operational excellence in a rapidly evolving AI ecosystem.</p> <p>It’s an ideal opportunity for experienced professionals looking to transition into leadership roles in service assurance and governance.</p> <hr> <h2>Team Culture and Inclusion</h2> <ul> <li> <p>Work in a collaborative, fast-paced, and high-impact environment</p> </li> <li> <p>Be part of a culture that values accountability, leadership, and continuous improvement</p> </li> <li> <p>Thrive in an inclusive workplace where diverse perspectives are encouraged</p> </li> </ul> <hr> <p><strong>Love what this role has to offer? Discover the world of Neysa:</strong></p> <p>Website:&nbsp;<a href="https://neysa.ai/">https://neysa.ai/</a></p> <p>Socials:<br><u><a href="https://www.linkedin.com/company/neysaai/">LinkedIn</a>&nbsp;|&nbsp;<a href="https://www.youtube.com/@Neysa_ai">YouTube</a>&nbsp;|&nbsp;<a href="https://www.reddit.com/user/neysa-ai/">Reddit</a>&nbsp;|&nbsp;<a href="https://www.instagram.com/neysa_ai_/">Instagram</a></u></p>