L2 Incident Manager

Job Title : L2 Incident Manager

Location : Dubai

Experience : 8-12 Years

Key Responsibilities

• Manage the incident lifecycle, including detection, logging, classification, prioritization, investigation, resolution, and closure of incidents.
• Coordinate with IT teams and service desk to ensure timely resolution of incidents and minimize downtime.
• Escalate incidents as necessary according to established escalation processes.
• Communicate incident status, impact, and resolution progress to stakeholders, including users and management.
• Conduct post-incident reviews to identify root causes and ensure continuous improvement in incident management processes.
• Maintain and update the incident management process documentation and ensure compliance with ITIL or other relevant frameworks.
• Develop and deliver training on incident management processes and tools to IT staff.
• Collaborate with Problem and Change Managers to ensure seamless coordination between incident, problem, and change management processes.

Required Qualifications

Skills Required

Servicenow, Bmc Remedy, Itil