Incident Manager
Incident Manager
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Job Description
Job Summary:
The Incident Manager is responsible for leading the incident management process to ensure timely identification resolution and documentation of IT incidents. The role involves coordinating with crossfunctional teams handling major incidents and driving continuous improvement in IT service delivery. The ideal candidate should have expertise in ITIL processes IT service management (ITSM) tools stakeholder communication and problemsolving skills to maintain high availability and stability of IT services.
Key Responsibilities:
Incident Management & Response:
- Lead the incident management process ensuring rapid response resolution and communication.
- Act as an escalation point for critical IT incidents ensuring minimal disruption to business operations.
- Coordinate with IT teams (Infrastructure Network Security Applications etc.) to diagnose troubleshoot and resolve issues.
- Ensure compliance with SLAs by monitoring incident resolution times and escalating issues as needed.
- Conduct Root Cause Analysis (RCA) and drive corrective actions to prevent recurrence.
- Facilitate postincident reviews (PIRs) and ensure continuous process improvements.
Stakeholder Communication & Coordination:
- Serve as the primary liaison between IT teams business units and senior leadership during incidents.
- Provide timely incident status updates to stakeholders with clear impact assessments.
- Ensure effective collaboration with thirdparty vendors and service providers for quick resolution.
- Develop and maintain incident communication templates for standardization.
Process Improvement & Governance:
- Ensure adherence to ITIL best practices and ITSM frameworks.
- Identify trends in recurring incidents and work with Problem Management to implement permanent fixes.
- Maintain and enhance Incident Management Standard Operating Procedures (SOPs).
- Work closely with Change Management to assess risks and minimize service disruptions.
Training & Readiness:
- Conduct training sessions for IT teams on best practices for incident handling.
- Organize incident response simulations and tabletop exercises to enhance preparedness.
- Develop incident management playbooks to standardize response procedures.
Required Skills & Qualifications:
Technical & ITSM Expertise:
- Strong understanding of ITIL frameworks (Incident Problem and Change Management).
- Handson experience with ITSM tools such as ServiceNow BMC Remedy Jira Service Desk or similar platforms.
- Knowledge of enterprise IT environments including networking cloud services cybersecurity and applications.
- Familiarity with log analysis event correlation and monitoring tools (e.g. Splunk SolarWinds Nagios).
Soft Skills & Competencies:
- Excellent communication and stakeholder management skills for crossfunctional collaboration.
- Strong analytical problemsolving and decisionmaking abilities under highpressure situations.
- Ability to handle multiple highpriority incidents simultaneously.
- Leadership skills to guide IT teams and improve incident management practices.
Education & Certifications:
- Bachelor’s degree in Computer Science Information Technology or related field.
- ITIL Foundation Certification (ITIL v3 or ITIL 4) – Mandatory.
- Preferred: ISO 27001 PMP COBIT CISSP or relevant ITSM/security certifications.
Employment Type
Full Time
