Incident Manager

Responsibilities

• Comprehensively understand IT infrastructure, systems, and essential tools for effective monitoring and troubleshooting.
• Demonstrate the ability to identify technical issues, develop hypotheses, and make sound decisions in high-pressure environments.
• Lead incident resolution discussions, establishing effective command & control during incidents, and collaborate proficiently with diverse teams to navigate complex scenarios.
• Coordinate with multiple teams to manage incidents efficiently, assigning roles and responsibilities to technical leads and subject matter experts to ensure prioritization and completion of action items.
• Effectively communicate and manage high-stress situations during incidents.
• Exhibit strong written and verbal communication skills for delivering clear, timely updates to a variety of audiences.
• Ensure consistent and timely communication with stakeholders, senior management, and affected users regarding the status and progress of incidents.
• Engage in the standard Post-mortem (Root Cause Analysis) process to prevent recurrence of technology incidents with known root causes, driving continuous service level improvement through the identification of problem trends and underlying causes that affect the delivery of production services.
• Present Root Cause Analysis findings in various organizational forums.
• Provide leadership and mentorship to the operations and incident management team, promoting a culture of continuous improvement, collaboration, high performance, accountability, and ongoing enhancement.
• Guide and coach teams on effective incident management methodologies.
• Work with operations teams to align and implement continuous improvements to processes, tools, metrics, and ensure compliance with Incident and Problem Management processes and procedures, enhancing incident recognition, logging, assignment, tracking, status notification, escalation, documentation, and management reporting in line with established standards.
• Maintain comprehensive incident/problem records, identify root causes/trends, and implement long-term solutions and preventive measures through continuous service improvement in accordance with ITIL processes.
• Capable of generating reports in the form of dashboards.
• Adopt best practices and ITSM frameworks to improve service quality, ensure service stability, and align IT services with business objectives.
• Develop and uphold incident response plans, procedures, and communication strategies, ensuring alignment with industry best practices.

Requirements

• Bachelor's degree or equivalent in Information Technology or a related discipline.
• At least 5 years of experience in incident management positions, with a minimum of 3 years specifically in major incident management or site reliability engineering.
• Possess expert-level knowledge of ITIL best practices; ITIL Foundation certification is mandatory, with ITIL v4 Foundation, ITIL Intermediate, or Expert certifications preferred.
• Good understanding of Service Desk Operations, Escalation Management, Incident Management, and Stakeholder Management, including familiarity with various ticketing tools (e.g., ServiceNow, JIRA).
• Strong managerial skills with the ability to collaborate effectively with team members at all organizational levels, while managing multiple tasks and prioritizing with great attention to detail.
• Exhibit Command, Control, and Confidence in challenging situations naturally.
• Possess strong analytical, decision-making, and problem-solving skills under pressure, with the ability to prioritize and multitask effectively.
• Excellent communication and interpersonal skills, fostering collaboration across teams.