Incident Manager

Job Description & Key Responsibilities Oversee the entire incident lifecycle, from identification to resolution and closure, ensuring adherence to SLA (Service Level Agreement) timelines. Lead and coordinate the response to major incidents, ensuring quick and effective resolution while minimizing business impact. Act as the primary point of contact for incident escalation, providing timely and clear communication to stakeholders, including executive leadership Develop, implement, and maintain robust incident management processes and procedures, ensuring they are aligned with industry best practices Conduct thorough post-incident reviews to identify root causes, lessons learned, and implement corrective actions to prevent recurrence.

Drive collaboration among cross-functional teams for continuous improvement initiatives to enhance the efficiency and effectiveness of the incident management process Ensure that incident management processes comply with regulatory requirements and organizational policies, mitigating risks associated with incidents. Provide training and guidance to the incident response team and other relevant staff on incident management best practices and procedures.

Maintain comprehensive documentation of detail incidents and resolutions, prepare detailed reports for management review & analysis and lessons learned for future reference Analyze incident trends and metrics to identify areas for improvement in incident management processes Work closely with application support teams, and other departments to ensure a coordinated and effective incident. Qualification Bachelor's degree in Computer Science, Information Technology, or a related field. 5+ years of experience in ITIL4 processes, particularly Incident Management. Excellent communication and interpersonal skills to liaise effectively with technical teams and non-technical stakeholders. Analytical and problem-solving skills to quickly assess and resolve incidents.

Experience with IT service management tools Ability to work under pressure and prioritize tasks in high-stress situations.