Reports To: IT Operations Manager / Service Delivery Manager
Job Summary The Incident Manager is responsible for overseeing and managing the incident management process to ensure quick resolution of IT service disruptions. This role involves coordinating with technical teams, communicating with stakeholders, and ensuring adherence to ITIL best practices to minimize downtime and improve service quality.
Key Responsibilities
- Incident Handling & Resolution
- Act as the primary point of contact for all major incidents.
- Assess, prioritize, and manage incidents to ensure minimal business impact.
- Lead war rooms and coordinate with cross-functional teams for resolution.
- Escalate incidents to appropriate levels when necessary.
2. Incident Process Management
- Ensure incidents are logged, categorized, and resolved per SLAs.
- Drive root cause analysis (RCA) and post-incident reviews.
- Continuously improve the incident management process.
3. Communication & Reporting
- Provide timely updates to stakeholders, including leadership and customers.
- Generate incident reports, metrics,
and KPIs for performance tracking.
- Document incident resolutions and lessons learned for future improvements.
4. Collaboration & Continuous Improvement
- Work with Problem Management to address recurring issues.
- Identify trends and suggest preventive actions.
- Conduct training sessions to enhance awareness of incident handling.
Required Skills & Qualifications
- Education: Bachelor’s degree in IT, Computer Science, or a related field.
- Experience: 3 years in incident management, IT operations, or service desk roles.
- MS excel and Presentation
- Strong understanding of ITIL frameworks and service management tools (e.g., ServiceNow, BMC Remedy).
- Knowledge of infrastructure, networks, cloud, and application support.
- Excellent communication, leadership, and problem-solving skills.
- Ability to work under pressure in a fast-paced workplace.
- Strong analytical and decision-making abilities.