The Incident Manager will be responsible for overseeing incident management processes, ensuring timely resolution of incidents while minimizing impact on company resources. This role involves identifying root causes, prioritizing incidents, and implementing preventive measures to maintain operational stability and compliance.
The Key Responsibilities are:
- Ensure that incidents are resolved efficiently and effectively without draining the company's resources and time.
- Adhere to company and legal protocols for handling incidents while partaking in incident manager work.
- Compulsorily track and record any incidents that arise by keeping a dedicated log.
- Extend technical support to team members during the course of an incident.
- Foster long-term relationships with internal and external stakeholders of the company.
- Oversee the incident management protocols and processes and guide the team members regarding the same.
- Identify the root cause of an incident and work towards its prevention.
- Understand the scale of various incidents and prioritise them, based on their urgency.
- Log and record any and all incidents that fall under the incident manager job description.
- Liaison with upper management and stakeholders to update them about the status of particular IT system issues.
- Deep-dive into incident trends, and create process development systems to predict and tackle them in the future.
Requirements
- Bachelor's degree in Computer Science, Information Technology, Engineering or a related field.
- Prior experience working as an incident manager.
- Proficiency in IT service management protocols, IT infrastructure and IT operations.
- Strong verbal, written, and interpersonal communication skills.
- Excellent English communication skills.
Preferred Skills and Qualifications:
- Master's degree in Computer Science, Information Technology, or a related discipline.
- Experience in project management and customer service.
- Expert-level knowledge of ITIL best practices.
Disclaimer:
We use Zoho Recruit and other AI tools to help review and organize job applications (for example, reading CVs, reorganizing, and extracting CV information). These tools are only used to assist our team.
No hiring decision is made solely by automated means; all applications are subject to human review and assessment.
