REQUIRED QUALIFICATIONS:

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• 5+ years of experience in IT service management, with a focus on incident management.
• Relevant certifications such as ITIL Foundation, ISO/IEC 20000, or similar.
• Strong understanding of ITIL incident management processes and best practices.
• Experience with ITSM tools such as ServiceNow, BMC Remedy, or similar.

KEY SKILLS:

• Expertise in incident management and coordination.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to work under pressure and manage high-stress situations.
• Strong organizational and multitasking skills.

ROLE OVERVIEW:

The Incident Manager is responsible for managing the incident lifecycle to ensure that IT services are restored as quickly as possible after an interruption. This role requires strong expertise in incident management processes, coordination, and communication with various stakeholders to minimize business impact.

KEY RESPONSIBILITIES:

• Manage the incident lifecycle, including detection, logging, classification, prioritization, investigation, resolution, and closure of incidents.
• Coordinate with IT teams and service desk to ensure timely resolution of incidents and minimize downtime.
• Escalate incidents as necessary according to established escalation processes.
• Communicate incident status, impact, and resolution progress to stakeholders, including users and management.
• Conduct post-incident reviews to identify root causes and ensure continuous improvement in incident management processes.
• Maintain and update the incident management process documentation and ensure compliance with ITIL or other relevant frameworks.
• Develop and deliver training on incident management processes and tools to IT staff.
• Collaborate with Problem and Change Managers to ensure seamless coordination between incident, problem, and change management processes.