Incident Manager

Company Description
About Sutherland
Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they're our core expertise.

We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.

We've created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless "as a service" model.

For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships.

Sutherland

Unlocking digital performance. Delivering measurable results.
Job Description

• , Information Technology, or a related field (or equivalent practical experience).
• Minimum 5 years of experience in Incident Management within an ITSM environment.
• Strong understanding of ITIL processes and service delivery frameworks (ITIL certification preferred).
• Proficiency with ITSM tools such as ServiceNow, Jira, or equivalent platforms.
• Advanced skills in Microsoft Excel (reporting, dashboards, data analysis).
• Excellent verbal and written communication skills, especially for stakeholder engagement.
• Proven multi-tasking and time management capabilities in high-pressure environments.
• Self-motivated and able to lead bridge calls and resolution efforts independently.
• Strong analytical mindset and problem-solving ability.

Qualifications

• Own and manage the end-to-end Incident Management lifecycle, ensuring timely response and resolution.
• Respond to and assign incidents reported via email, ITSM tools, or automated alerts.
• Maintain clear and professional communication with users and stakeholders throughout major incidents.
• Draft and distribute major incident notifications and reports to leadership and stakeholders.
• Lead shift handovers and bridge calls independently during critical situations.
• Collaborate with third-party vendors, SMEs, and cross-functional teams to drive swift resolution.
• Understand functional flows, assess issue impact, and identify upstream and downstream system dependencies.
• Correlate past incidents to identify recurring issues and proactively engage the right stakeholders for troubleshooting.
• Partner with quantification teams to assess incident impact and metrics.
• Prepare and deliver ad-hoc and real-time incident reports using Excel and ITSM dashboards.
• Track, document, and report all incidents, root causes, and corrective actions.
• Verify critical alerts received from systems such as RAID, Smart Bear, SOA, and WFM Success Rate tools.
• Ensure strict adherence to Standard Operating Procedures (SOPs) and the escalation matrix.
• Maintain up-to-date records and dashboards in ServiceNow, Jira, or other ITSM tools.
• Create and manage IMT Change Requests (CRs) and coordinate with project and PMO teams.

Identify opportunities for
process improvement
in incident management workflows.

Additional Information
Why Join Us?

If you are a passionate developer with expertise in Java, front-end frameworks (React, Angular, AEM), and multi-stack technologies, and have a proven track record of leading teams and resolving complex technical issues, we invite you to be part of our innovative team. Apply now to lead impactful projects and drive excellence

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