Incident & Service Request Manager

About The Role

Requirements

• Experience working in a multi-vendor or SIAM environment is preferred.
• Hands on experience managing high-priority incidents and coordinating across multiple resolver groups.
• Monitor end to end management of Incidents, Service Requests and Service Desk SLAs, escalating any potential or actual breaches to the SIAM governance process.
• Ensure VIP issues outside the scope of delivery teams are coordinated effectively with other resolver groups for expedited resolution.
• Act as the single source of truth for tracking service statuses and managing provider handoffs.
• Escalate issues stuck between Level 1 and Level 2 support to SIAM for faster resolution.
• Lead the operational management of incidents and problems involving multiple service providers, especially when resolution paths are unclear.
• Ensure timely communication and coordination during high-severity incidents.
• Participate in post incident reviews and contribute to continuous service improvement.
• Maintain and update incident management documentation and SOPs.
• Collaborate with cross-functional teams to enhance incident response and resolution processes.
• Monitor and report on incident trends and performance metrics to drive improvements.