JOB TITLE: INCIDENT MANAGER

We are seeking a proactive and detail-oriented Incident Manager to take ownership of critical incident response and resolution within our IT operations. The ideal candidate will ensure minimal disruption to business operations by managing incidents efficiently, coordinating with stakeholders, and driving continuous improvement in incident management processes.

QUALIFICATIONS:

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• 3–5 years of experience in IT service management or incident management roles.
• Strong understanding of ITIL framework; ITIL certification preferred.
• Excellent communication, leadership, and problem-solving skills.
• Ability to perform under pressure in a fast-paced, 24/7 environment.
• Experience with service management tools (e.g., ServiceNow, BMC Remedy, Jira Service Management).

REQUIRED SKILLS

Technical Project Manage

• Manage and coordinate the response to high-impact incidents, ensuring timely resolution and communication.
• Act as the central point of contact during major incidents, coordinating cross-functional teams and technical resources.
• Drive root cause analysis (RCA) and post-incident reviews to identify corrective and preventive actions.
• Maintain detailed incident logs, timelines, and reports for transparency and compliance.
• Develop and maintain incident management policies, procedures, and workflows.
• Provide regular updates to senior management and stakeholders on incident status and progress.
• Collaborate with Change and Problem Management teams to ensure a seamless ITIL service management approach.
• Lead the continual improvement of incident management processes, tools, and performance metrics.