Incident Manager

Incident Manager

Requirements

• 5+ years of experience in IT support, service desk, or incident management roles.
• Experience using IT service management (ITSM) tools such as ServiceNow, Remedy, or other incident management platforms.
• Knowledge of ITIL incident management processes and best practices is highly preferred.
• Strong knowledge of ServiceNow and its ITSM, and ITOM Modules.
• Strong understanding of ITIL-based change and problem management processes.
• Ability to quickly ramp up in evolving and challenging technical environments.
• Proficiency in using ITSM tools for managing change and problem records.
• Strong problem-solving and analytical skills, with the ability to assess incidents and determine the best course of action.
• Excellent communication skills, both written and verbal, with the ability to communicate effectively with technical teams and business stakeholders.
• Strong organizational skills and attention to detail, with the ability to manage multiple incidents and priorities simultaneously.
• Ability to work under pressure and in a fast-paced environment while maintaining a high level of professionalism.
• Familiarity with monitoring and alerting tools to detect and manage incidents.

Responsibilities

• Classify and prioritize incidents based on their severity, business impact, and urgency in accordance with predefined SLA (Service Level Agreement) criteria.
• Work with service desk teams and technical support teams to ensure appropriate categorization and prioritization of incidents.
• Ensure that high-priority incidents are immediately escalated and addressed to minimize operational impact.
• Coordinate and collaborate with internal IT teams and external vendors to resolve incidents promptly.
• Follow established incident management processes and workflows to ensure that all incidents are resolved within agreed timelines and SLAs.
• Communicate incident status updates to relevant stakeholders, ensuring transparency and clarity throughout the resolution process.
• Lead and coordinate the change management process across multiple IT workstreams, ensuring that changes are properly assessed, approved, and implemented with minimal disruption to services.
• Conduct Pre CAB and CAB, ensuring that all changes align with the overall portfolio objectives and deliver agreed benefits.
• Provide oversight of change-related issues, risks, prioritization, and communication, ensuring that all changes are managed in line with ITIL best practices.
• Work with project management teams to ensure that change initiatives are effectively integrated into the overall project lifecycle.
• Promote change management best practices across the organization, offering training and guidance to both technical and business teams.
• Manage the problem management process, ensuring that root causes of incidents are identified, documented, and resolved in a timely manner.
• Conduct problem reviews and work with relevant teams to implement permanent fixes, reducing the likelihood of recurring incidents.
• Maintain and update the problem management database, ensuring accurate tracking and reporting of problem resolution activities.
• Escalate complex issues as necessary, ensuring that they receive appropriate attention and resolution.
• Participate in post-incident reviews and analysis meetings to evaluate the effectiveness of incident handling and identify improvements for future incidents.
• Provide detailed reports on incidents, outlining the causes, impact, resolution, and lessons learned.
• Responsible for ServiceNow, including accurate logging, tracking, and reporting of incidents.
• Assist in the configuration and optimization of incident management systems to streamline workflows and enhance incident handling efficiency.
• Act as the primary point of contact for change and incident management escalations, ensuring that all incidents are resolved promptly and effectively.
• Provide regular updates to senior management and stakeholders on the status of change and problem management activities.
• Facilitate communication between technical teams, project management personnel, and business stakeholders to ensure alignment and transparency.

Preferred Qualifications

• ITIL Foundation certification or other relevant certifications in IT service management is preferred.