Incident Manager

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