Incident Manager
2 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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