
Incident Manager
3 weeks ago
Key Responsibilities:
- Incident Response & Coordination:
- 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.
Process Management:
- 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).
Communication & Reporting:
- Provide regular updates to stakeholders during incidents.
- Escalate major issues to upper management as needed.
- Document incident protocols and maintain incident logs.
- Continuous Improvement:
- Analyze incident trends and implement preventive measures.
- Refine incident management processes and workflows.
- Collaborate with problem and change management teams for holistic ITSM.
- Team Leadership:
- Manage incident response team members and assign tasks.
- Train staff on incident management tools and procedures.
Preferred Certifications:
- ITIL Foundation or higher
- Certified Incident Manager (CIM)
- PMP or equivalent project management certification
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