We are looking for a seasoned Incident manager who will be overseeing the incident management process within an organization to ensure that incidents are promptly addressed and resolved
Mandatory Skill Set:
- Bachelor's degree in computer science, information technology, or related field;
- Atleast 5 years of experience in Incident Management;
- Capable of dissecting complex issues and identifying effective solutions;
- Demonstrated experience in IT incident management or a similar role, preferably within a fast-paced IT environment;
- Must have comprehensive knowledge of ITIL incident management principles and best practices;
- Proficient in using incident management tools and systems;
- Proficiency in project management, documentation, and task prioritization;
- Identify and understand the needs of stakeholders—individuals or groups invested in the outcome of an incident;
- Must have outstanding communication skills, capable of conveying technical information effectively to both technical and non-technical audiences;
- Able to excel under pressure and effectively prioritize tasks in a high-pressure IT environment.
Desired Skill Set:
- Experience in a regulated industry;
- ITIL 4 certification;
- Experience with ServiceNow is advantageous.
Responsibilities:
- Lead root cause analysis sessions to identify fundamental issues and preventive measures;
- Track follow-up actions to ensure timely resolution of problem tickets;
- Analyze and log problem tickets for future reference;
- Serve as the gatekeeper for all known errors;
- Monitor and report on Problem Management KPIs;
- Coordinate efforts across L2 and L3 support teams for timely incident resolution;
- Escalate cases involving process failures that delay resolution or result in SLA breaches;
- Attend regular incident review meetings to ensure open incidents are addressed promptly;
- Generate periodic service reports for stakeholders;
- Analyze incident trends to identify opportunities for improvement;
- Ensure incidents are documented accurately according to the Incident Management process;
- Conduct reviews of major incidents to capture insights and finalize improvement actions.
