Incident Manager

Incident Manager

Position Summary

As the Incident Manager, you will oversee all aspects of the Incident Management process, from identification to restoral of service as quickly as possible to minimize the impact to business operations .

Also, the IT Incident Manager will drive continuous improvement activities including focusing on driving down incident count, reducing Mean time to Restore (MTTR) and incident duration and will act as an escalation point for leadership and our business partners.

If you have an obsessive focus on troubleshooting, service levels, standardizing processes, meaningful metrics, and enjoy driving continuous improvements, then this is the right opportunity for you.

Role and Responsibilities

• Participate in a 24 / 7 / 365 on-call rotation.
• Point of contact for all Major Incidents.
• Lead, facilitate and coordinate the Incident Management technical bridges to drive incident resolution as quickly as possible. Adhering to policies and procedures.
• Triage all the appropriate support teams to expedite troubleshooting within a technical bridge and business bridges.
• Responsible for ensuring all senior roles and accountabilities for assessing business impact and restoring service are represented and prescribed action is implemented
• Provide frequent and meaningful business / client-centric executive communication to our senior business and technology leaders.
• Severity (Impact / Urgency) and Priority determination based on situational appraisal and extracted information from our partner functions.
• Maintaining a heightened level of sensitivity to future business impact and risk to customers / stakeholders.
• Acting in a leadership style capacity and having general oversight on our most significant Major Incident events.
• Establish and cultivate relationships with stakeholders to create and support the incident and problem management processes.
• Generate KRI / KPI reporting to measure success of the incident management process, trend analysis reports of recurring incidents, monthly metrics major incidents and other reports as required.
• Initiate actions to resolve potential interruptions to service identified during proactive and trending analysis of IT incidents.
• Work with cross-functional business teams to understand SLAs for reporting.
• Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable.
• Participate in other projects and duties as assigned.

Skill Requirements / Preferences

Some of the soft skills / abilities required for you to be successful in this role include :

Additional Preferred Qualifications :

Education Requirements

Skills Required

Itsm, Servicenow, Itil, Sla Management