Incident Manager - ITSM

Job Title & Summary

As an Incident Manager at XBP Global, you will serve as the primary point of accountability for restoring normal service operations as quickly as possible following service disruptions. You will lead cross-functional incident response teams, coordinate resolution activities, and ensure minimal impact on business operations. This role requires a seasoned professional with deep ITIL expertise and exceptional crisis management capabilities to drive our incident management maturity to world-class standards.

Key Responsibilities

• Lead end-to-end incident management lifecycle from detection through resolution and closure
• Coordinate Major Incident responses, establishing incident command structure and communication protocols
• Collaborate with technical teams, vendors, and business stakeholders to minimize service disruption impact
• Maintain real-time incident status updates and stakeholder communications during critical incidents
• Conduct post-incident reviews and ensure implementation of preventive measures and process improvements
• Develop and maintain incident management procedures, playbooks, and escalation matrices
• Monitor incident metrics, KPIs, and SLA compliance to identify trends and improvement opportunities
• Train and mentor IT staff on incident response procedures and ITIL best practices
• Interface with Change Management and Problem Management teams to ensure coordinated service delivery
• Participate in crisis management exercises and business continuity planning initiatives

NICE TO HAVE Skills

Qualifications

MUST HAVE Skills