Incident Manager

Job Description

Job Description: Incident Manager About the Role: We are seeking a highly motivated and experienced Incident Manager to own the design, implementation, and continuous improvement of our ITIL-based incident management solutions. As an Incident Manager, you will play a critical role in ensuring the stability and availability of our IT services by leading incident resolution efforts, identifying root causes, and implementing preventative measures. Your proactive approach, problem-solving skills, and expertise in ITIL processes will be essential to the success of our projects and your career growth within our organization. Responsibilities: Process Ownership and Improvement Own and manage the Incident Management process, ensuring it is executed as documented and aligned with ITIL best practices. Identify and implement process improvements to enhance efficiency, effectiveness, and user satisfaction. Develop and maintain comprehensive documentation for the Incident Management process, including procedures, workflows, and knowledge articles. Leadership and Mentoring Lead, mentor, and provide guidance to L1.5 & L2 Support Staff and other team members involved in incident management. Promote best practices, process adherence, and continuous learning within the team. Incident and Problem Management Oversee incident management activities, ensuring timely resolution and effective communication. Manage the end-to-end incident lifecycle, including incident logging, prioritization, escalation, and resolution. Analyze incident trends to identify root causes and prevent recurrence through effective problem management. Facilitate root cause analysis (RCA) sessions and collaborate with cross-functional teams to implement corrective actions. Change and Release Management Participate in change management processes, ensuring changes are implemented with minimal disruption to services. Collaborate with change management teams to assess the impact of changes on incident management processes. Service Level Management Monitor and report on service level agreements (SLAs) and key performance indicators (KPIs) related to incident management. Ensure services meet agreed-upon performance standards and identify areas for improvement. Stakeholder Engagement Engage with stakeholders at all levels to understand their needs, expectations, and priorities. Communicate process changes, updates, and incident-related information effectively to stakeholders. Compliance and Governance Ensure compliance with regulatory requirements and industry standards related to incident management. Conduct process audits and reviews to maintain governance and identify areas for improvement. Required Skills and Experience: 6 to 8 years of experience in ITIL and process management, with a focus on incident management. Strong knowledge of ITIL principles, concepts, and terminology. Proven experience in managing incident resolution processes, including troubleshooting techniques and root cause analysis. Demonstrated ability to lead and mentor junior engineers and team members. Excellent communication, interpersonal, and stakeholder management skills. Strong analytical and problem-solving skills, with the ability to identify and resolve complex issues. Ability to prioritize tasks effectively, manage workload efficiently, and meet deadlines. Attention to detail and a commitment to maintaining high standards of work quality. Behavioral Competencies: Leadership: Guiding and mentoring junior team members, inspiring and motivating the team to achieve goals. Strategic Thinking: Developing long-term plans and strategies for process improvement, aligning processes with organizational objectives. Communication Skills: Effective communication with stakeholders at all levels, presenting complex information clearly and concisely. Problem-Solving: Identifying root causes of issues and developing innovative solutions, applying critical thinking to overcome challenges. Adaptability: Adjusting to changes in technology and processes, being open to feedback and continuous learning. Customer Focus: Understanding customer needs and ensuring service delivery meets expectations, building strong relationships with customers. Time Management: Prioritizing tasks effectively to meet deadlines, managing workload efficiently. Attention to Detail: Ensuring accuracy in documentation and processes, maintaining high standards of work quality. Key Performance Indicators (KPIs): First Call Resolution Rate: Percentage of incidents resolved at the first point of contact. Mean Time to Resolve (MTTR): Average time taken to resolve incidents. SLA Compliance Rate: Percentage of incidents resolved within the agreed-upon service level agreements. Customer Satisfaction Score: Feedback from customers on incident resolution and communication. Additional Skills (Good to Have): Experience with IT service management (ITSM) tools such as ServiceNow, Remedy, or Jira Service Management. ITIL certification (e.g., ITIL Foundation, ITIL Practitioner). This role offers an exciting opportunity to contribute to the success of our organization by driving process excellence, supporting team development, and ensuring alignment with organizational goals. If you are a passionate and experienced Incident Manager with a strong commitment to delivering exceptional IT services, we encourage you to apply.