Incident Manager
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Job Location:
Monthly Salary:
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
- Information Technology or a related field (or equivalent practical experience).
- Minimum 5 years of experience in Incident Management within an ITSM environment.
- Strong understanding of ITIL processes and service delivery frameworks (ITIL certification preferred).
- Proficiency with ITSM tools such as ServiceNow Jira or equivalent platforms.
- Advanced skills in Microsoft Excel (reporting dashboards data analysis).
- Excellent verbal and written communication skills especially for stakeholder engagement.
- Proven multi-tasking and time management capabilities in high-pressure environments.
- Self-motivated and able to lead bridge calls and resolution efforts independently.
- Strong analytical mindset and problem-solving ability.
Qualifications :
- Own and manage the end-to-end Incident Management lifecycle ensuring timely response and resolution.
- Respond to and assign incidents reported via email ITSM tools or automated alerts.
- Maintain clear and professional communication with users and stakeholders throughout major incidents.
- Draft and distribute major incident notifications and reports to leadership and stakeholders.
- Lead shift handovers and bridge calls independently during critical situations.
- Collaborate with third-party vendors SMEs and cross-functional teams to drive swift resolution.
- Understand functional flows assess issue impact and identify upstream and downstream system dependencies.
- Correlate past incidents to identify recurring issues and proactively engage the right stakeholders for troubleshooting.
- Partner with quantification teams to assess incident impact and metrics.
- Prepare and deliver ad-hoc and real-time incident reports using Excel and ITSM dashboards.
- Track document and report all incidents root causes and corrective actions.
- Verify critical alerts received from systems such as RAID Smart Bear SOA and WFM Success Rate tools.
- Ensure strict adherence to Standard Operating Procedures (SOPs) and the escalation matrix.
- Maintain up-to-date records and dashboards in ServiceNow Jira or other ITSM tools.
- Create and manage IMT Change Requests (CRs) and coordinate with project and PMO teams.
Identify opportunities for process improvement in incident management workflows.
Additional Information :
Why Join Us
If you are a passionate developer with expertise in Java front-end frameworks (React Angular AEM) and multi-stack technologies and have a proven track record of leading teams and resolving complex technical issues we invite you to be part of our innovative team. Apply now to lead impactful projects and drive excellence!
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At times government agencies require periodic reports from employers on the sex ethnicity handicap veteran and other protected status of employees. The purpose of this Administrative EEO Record is for statistical analysis only and is used to comply with government record keeping reporting and other legal requirements. Periodic reports are made to the government on the following information. The completion of the Administrative EEO record is optional. If you choose to volunteer the requested information please note that all
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Remote Work :
No
Employment Type :
Full-time
Key Skills
- Restaurant Experience
- Customer Service
- Employee Evaluation
- Management Experience
- Math
- Employment & Labor Law
- Sanitation
- Leadership Experience
- P&L Management
- Mentoring
- Supervising Experience
- Restaurant Management
About Company
Sutherland is seeking an organized and reliable person to join us as Admin Specialist. We are a group of driven and supportive individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you ... View more
