Incident Manager

About the Role

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 Information

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