Incident Management Specialist

ResponsibilitiesManage high-priority incidents from start to finish.Lead incident bridges/war rooms with technical and business teams.Provide clear, regular updates to stakeholders, including executives.Work with teams to ensure fast resolution and service recovery.Coordinate post-incident reviews and follow up on action items.Document all incidents accurately in tools like ServiceNow or Jira.Identify patterns and suggest improvements to prevent future incidents.Collaborate with global teams while keeping regional context in mind (time zones, culture, regulations).Soft SkillsCalm and confident in stressful situationsStrong leadership and decision-making skillsClear communicator, both written and verbalDetail-oriented with strong follow-up skillsTeam player with a collaborative mindsetSkills:Bachelor’s degree in Information Technology or a related field (or equivalent experience)ITIL Certification (v3 or v4)Solid understanding of ITIL / incident management processesExperience with monitoring tools: Splunk, Datadog, Prometheus, Grafana, etc.Basic knowledge of cloud platforms (AWS, Azure, GCP) and infrastructureFamiliar with ServiceNow, Jira, PagerDuty, Opsgenie, or similar toolsUnderstanding of APIs, microservices, and application architectureExposure to security incidents and SIEM tools like Splunk ES or SentinelExperience with root cause analysis (5 Whys, Fishbone, etc.)Awareness of disaster recovery and compliance (e.g., GDPR, HIPAA)Experience in a global or regional incident manager roleBackground in IT operations, SRE, or technical supportFamiliarity with regulated industries (e.g., finance, healthcare)