Incident Manager

About the RoleWe are seeking a highly skilled and experienced Incident Manager to join our dynamic IT team. As an Incident Manager, you will be responsible for leading the response to IT service disruptions, ensuring timely resolution, and minimizing the impact on business operations. You will play a critical role in coordinating cross-functional teams, managing the incident lifecycle, and driving continuous improvement in our incident management processes. The ideal candidate will possess strong leadership, communication, and problem-solving skills, along with a deep understanding of IT service management (ITSM) principles and best practices. This role requires a proactive individual who can thrive in a fast-paced environment and effectively manage high-pressure situations. You will be responsible for maintaining clear communication with stakeholders, documenting incident protocols, and analyzing incident trends to implement preventive measures. Collaboration with problem and change management teams is essential for holistic ITSM. If you are passionate about ensuring the stability and reliability of IT services and have a proven track record in incident management, we encourage you to apply.
Key Responsibilities

• Lead the response to IT service disruptions and ensure timely resolution.
• Coordinate with cross-functional teams to diagnose and resolve incidents.
• Act as the primary point of contact during major incidents.
• Oversee the incident lifecycle from detection to resolution.
• Ensure incidents are logged, categorized, prioritized, and tracked accurately.
• Conduct post-incident reviews and root cause analysis (RCA).
• Provide regular updates to stakeholders during incidents.
• Escalate major issues to upper management as needed.
• Document incident protocols and maintain incident logs.
• Analyze incident trends and implement preventive measures.
• Refine incident management processes and workflows.
• Collaborate with problem and change management teams for holistic ITSM.
• Manage incident response team members and assign tasks.
• Train staff on incident management tools and procedures.

Required Skills & Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 5+ years of experience in IT incident management.
• Strong understanding of ITIL principles and best practices.
• Excellent communication, interpersonal, and leadership skills.
• Proven ability to manage and coordinate cross-functional teams.
• Experience with incident management tools and ticketing systems (e.g., ServiceNow, Jira).
• Ability to analyze incident trends and implement preventive measures.
• Strong problem-solving and analytical skills.
• Ability to work under pressure and manage high-stress situations.
• Experience in conducting root cause analysis (RCA).

Additional InformationPreferred Certifications:

• ITIL Foundation or higher
• Certified Incident Manager (CIM)
• PMP or equivalent project management certification