REQUIREMENTS

To successfully implement and thrive in this role, candidates must meet the following requirements:

• Proven experience in an IT service management role, specifically as an Incident Manager.
• Outstanding problem-solving and analytical skills.
• Strong communication and interpersonal skills, with the ability to collaborate effectively with diverse teams.
• Expertise in ITIL or other relevant frameworks.
• Capability to work under pressure and prioritize multiple tasks in a fast-paced environment.
• A Bachelor’s degree or equivalent experience in Information Technology, Computer Science, or a related field.
• Minimum of 2 years relevant experience with incident management tools and platforms.
• Demonstrated ability to lead and drive incident resolution efforts.

JOB RESPONSIBILITIES

As a Major Incident Manager, your role will involve a variety of responsibilities aimed at ensuring the highest standards of IT service delivery. You will:

• Lead the response to major incidents to restore services as quickly as possible.
• Coordinate communication during incidents to keep all collaborators informed.
• Determine the root cause of incidents and work with relevant teams to implement solutions.
• Establish and uphold incident management procedures and standard methodologies.
• Strictly adhere to ITIL guidelines and other industry standards.
• Conduct post-incident reviews to identify improvement opportunities.
• Collaborate with cross-functional teams to develop and implement preventive measures.
• Provide regular updates and reports to senior management on incident trends and resolutions.
• Train and mentor staff on incident management processes and protocols.
• Be available for weekend on-call rotation and provide coverage for colleagues.

To successfully implement and thrive in this role, candidates must meet the following requirements:

• Proven experience in an IT service management role, specifically as an Incident Manager.
• Outstanding problem-solving and analytical skills.
• Strong communication and interpersonal skills, with the ability to collaborate effectively with diverse teams.
• Expertise in ITIL or other relevant frameworks.
• Capability to work under pressure and prioritize multiple tasks in a fast-paced environment.
• A Bachelor’s degree or equivalent experience in Information Technology, Computer Science, or a related field.
• Minimum of 2 years relevant experience with incident management tools and platforms.
• Demonstrated ability to lead and drive incident resolution efforts