incident-management-professional
12 hours ago
Incident Manager Role Summary
We are seeking a skilled Incident Manager to join our team. As an Incident Manager, you will be responsible for managing and coordinating the response to major incidents that impact our business.
- Coordinate incident response activities to minimize business impact.
- Communicate effectively with stakeholders to provide timely updates on incident status.
- Work closely with cross-functional teams to ensure efficient incident resolution.
Key Responsibilities:
Incident Management- Track and manage incident status, ensuring timely communication with stakeholders.
- Minimize business impact by ensuring efficient incident resolution through coordination with support teams.
- Monitor adherence to SLAs, ensuring incidents are resolved within agreed timelines.
- Drive root cause analysis quality to prevent recurrence of incidents.
- Ensure thorough documentation of problem records and RCAs, following industry best practices.
- Monitor and validate the implementation of corrective and preventive actions.
- Continuously assess and improve incident and problem management processes to enhance efficiency and effectiveness.
- Develop and implement best practices, leveraging ITIL frameworks where applicable.
- Identify trends and patterns in incidents and problems, recommending proactive solutions.
Required Skills and Qualifications:
- Strong knowledge of ITIL framework (certification preferred).
- Proficiency in incident and problem management tools such as ServiceNow, Remedy, or similar platforms.
- Experience with root cause analysis techniques and tools.
- Familiarity with infrastructure technologies, including networking, servers, databases, and cloud environments.
- Knowledge of monitoring and alerting tools like Splunk, Dynatrace, or SolarWinds.
- Understanding of cybersecurity principles and their impact on incident resolution.
- Ability to analyze and interpret technical data to identify trends and patterns.
Benefits:
- Flexibility to work 3-4 days from the office while managing cross-country collaboration remotely.
- Availability to oversee and coordinate 24x7 support for major incidents.
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