Integrated Incident Manager

As an experienced ITSM Manager, your role will involve leading Incident Management, Major Incident Management, Problem Management, and Availability Management processes across the enterprise. Your primary focus will be on ensuring service restoration, operational stability, and continuous service improvement through effective leadership and process governance. Key Responsibilities: - Manage the Incident Management process and ensure SLA/OLA compliance. - Lead P1/P2 Major Incidents, coordinate resolver teams, and communicate with stakeholders. - Drive Problem Management by conducting root cause analysis and implementing preventive actions. - Monitor and report on service availability and performance metrics. - Collaborate with Change and Release teams to prevent recurring issues. - Generate reports, maintain dashboards, and support audits. - Mentor junior team members and promote knowledge sharing. Qualifications Required: - 5+ years of experience in ITSM and Operations Management. - Strong knowledge of ITIL processes and hands-on experience with ITSM tools such as ServiceNow or Manage Engine. - Expertise in Root Cause Analysis, trend analysis, and service improvement. - Familiarity with monitoring tools like SolarWinds, Dynatrace, Splunk, and Cloud Watch. - Strong communication and leadership skills. - ITIL Foundation certification preferred. If you are interested in this role, please share your CV to cv.hr@evokhr.com.,