We are seeking an experienced Incident Manager to join our IT Service Management team. In this role, you will be responsible for overseeing the entire incident lifecycle, ensuring rapid restoration of IT services, and minimizing business impact. You will coordinate with cross-functional teams, communicate effectively with stakeholders, and drive continuous improvement in incident management processes.
Key Responsibilities:
- Manage the end-to-end incident lifecycle: detection, logging, classification, prioritization, investigation, resolution, and closure.
- Coordinate with IT teams and service desk to ensure timely incident resolution and minimize service downtime.
- Escalate incidents as per established processes and ensure proper follow-up.
- Communicate incident status, impact, and progress to users and management.
- Lead major incident resolution, define update cadence, and ensure consistent communication.
- Conduct post-incident reviews to identify root causes and implement improvements.
- Maintain incident management documentation and ensure compliance with ITIL or relevant frameworks.
- Deliver training on incident management processes and tools to IT staff.
- Collaborate with Problem and Change Managers for seamless process integration.
- Coordinate cross-domain teams and confirm service restoration before incident closure.
- Work on a 24/7 shift-based schedule to ensure operational coverage.
Required Qualifications:
- Bachelor's degree in Information Technology, Computer Science, or related field.
- 5+ years of experience in IT service management, with a focus on incident management.
- Relevant certifications such as ITIL Foundation, ISO/IEC 20000, or equivalent.
- Strong understanding of ITIL incident management processes and best practices.
- Experience with ITSM tools (e.g., ServiceNow, BMC Remedy).
Key Skills:
- Expertise in incident management and coordination.
- Strong analytical and problem-solving abilities.
- Excellent communication and interpersonal skills.
- Ability to work under pressure and manage high-stress situations.
- Strong organizational and multitasking capabilities.
