Incident Manager

Job Summary

Incident Manager

• Act as the primary point of contact for managing major incidents and ensuring service restoration within agreed SLAs.
• Lead incident response bridges, coordinating across cross-functional technical and business teams.
• Communicate incident status, impact, and progress updates to stakeholders and senior management.
• Conduct post-incident reviews (PIRs) to identify root causes and lessons learned.
• Work with Problem Management teams to drive long-term fixes and prevent reoccurrence.
• Ensure incident records are complete, accurate, and compliant with ITIL processes.
• Monitor and report on incident trends, providing insights to improve service stability.
• Collaborate with Change and Service Management teams to minimize risk of incidents from changes.
• Train and guide staff on incident response protocols and escalation procedures.
• Drive continuous improvement of incident management processes, tools, and automation.
• Experience in IT service management, with at least 2 years in incident management.
• Strong knowledge of ITIL framework and service management best practices.
• Experience managing high-severity incidents in large enterprise or cloud environments.
• Excellent communication, leadership, and stakeholder management skills.
• Ability to remain calm and decisive under pressure.
• Strong analytical and problem-solving abilities.