Incident Manager
Incident Manager
Posted on :
28-03-2025
Employer Active
1 Vacancy
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Job Description
Role Overview:
The Incident Manager is responsible for managing the incident lifecycle to ensure that IT services are restored as quickly as possible after an interruption. This role requires strong expertise in incident management processes coordination and communication with various stakeholders to minimize business impact.
Key Responsibilities:
Manage the incident lifecycle including detection logging classification prioritization investigation resolution and closure of incidents.
Coordinate with IT teams and service desk to ensure timely resolution of incidents and minimize downtime.
Escalate incidents as necessary according to established escalation processes.
Communicate incident status impact and resolution progress to stakeholders including users and management.
Conduct postincident reviews to identify root causes and ensure continuous improvement in incident management processes.
Maintain and update the incident management process documentation and ensure compliance with ITIL or other relevant frameworks.
Develop and deliver training on incident management processes and tools to IT staff.
Collaborate with Problem and Change Managers to ensure seamless coordination between incident problem and change management processes.
Required Qualifications:
Bachelor s degree in Information Technology Computer Science or a 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 similar.
Strong understanding of ITIL incident management processes and best practices.
Experience with ITSM tools such as ServiceNow BMC Remedy or similar.
Key Skills:
Expertise in incident management and coordination.
Strong analytical and problemsolving skills.
Excellent communication and interpersonal skills.
Ability to work under pressure and manage highstress situations.
Strong organizational and multitasking skills.
incident management,communication,itil,problem-solving skills,coordination,organizational skills,multitasking skills,change management,analytical skills
Employment Type
Full Time
Key Skills
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