Incident Manager

Responsibilities

• Incident coordination and management:
  Lead the response to critical IT disruptions, coordinating efforts across multiple technical teams to restore services quickly.
• Major incident handling:
  Act as the primary point of contact for high-impact incidents, managing the process from start to finish and serving as an escalation point for major issues.
• Communication:
  Provide clear and timely communication to all stakeholders, including technical teams, senior leadership, and affected end-users. This includes crafting both internal and external updates.
• Prioritization:
  Categorize and prioritize incidents based on their urgency and impact on the business to ensure the most critical issues are addressed first.
• Root cause analysis (RCA):
  Drive post‑incident reviews to identify the underlying causes of incidents and recommend preventative measures.
• Process improvement:
  Develop and refine incident management procedures, runbooks, and escalation policies to improve overall efficiency and effectiveness.
• Documentation:
  Ensure comprehensive documentation of all incidents, including actions taken, resolution steps, and a timeline of events.
• On‑call support:
  Participate in an on‑call rotation to provide 24/7 support for critical incidents as needed.

• Education:
  
  A bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field is often required or preferred.
• Experience:
  
  Several years of experience in IT service management, IT operations, or a similar role, with proven experience in handling complex incidents.

• Strong knowledge of IT infrastructure, including networking, servers, and applications.
• Proficiency with IT Service Management (ITSM) tools like Service Now, Jira Service Management, or Pager Duty.
• Familiarity with monitoring and alerting tools such as Splunk, Datadog, or Prometheus.
• Knowledge of standard frameworks, with ITIL (Information Technology Infrastructure Library) being highly valued.
• ITIL 4 / COBIT / Agile Certifications.

• Leadership:
  The ability to lead cross‑functional teams and make decisions decisively under pressure.
• Problem‑solving:
  Exceptional analytical and critical thinking skills to quickly diagnose issues with limited information.
• Communication:
  Excellent verbal and written communication to effectively manage expectations and convey information to diverse audiences.
• Resilience:
  The capacity to remain calm and focused during high‑stress situations.
• Collaboration:
  
  Strong interpersonal skills to facilitate teamwork among different departments.