Assistant Manager - Incident Management

Incident & Problem Management

• Manage and coordinate incident and problem management processes.
• Participate in formal incident management workflows with internal and external teams.
• Identify patterns in technical issues and develop strategies to enhance customer support.

Customer Support & Communication

• Act as a single point of contact for technical support for internal and/or external clients.
• Provide support to end-users on a variety of platforms and applications.
• Handle customer communication and ensure high levels of customer service.

Team Leadership

• Supervise and lead a team of support technicians to ensure effective support operations.
• Foster team development and maintain operational excellence.

Service Management & Process Improvement

• Manage service requests, incident management, problem management, and related processes.
• Apply service management concepts such as ITIL, Change Management, Escalation Management, and Process Improvement.