Lead - Incident Management

Key Responsibilities:

Incident Management:

• Monitor and manage the incident lifecycle from identification through to resolution
• Ensure timely and effective communication with stakeholders during incidents
• Coordinate with internal technical teams and third-party vendors for incident resolution
• Classify, prioritize, and resolve incidents based on established protocols

Incident Response and Resolution:

• Lead incident response efforts in adherence to incident management processes
• Facilitate root cause analysis (RCA) for major incidents and track implementation of corrective actions
• Oversee resolution processes to ensure timely and accurate issue handling

Process Improvement:

• Continuously assess and improve incident management processes and procedures
• Implement industry best practices to enhance incident handling and resolution efficiency
• Identify incident trends and proactively address recurring issues

Reporting and Documentation:

• Maintain detailed records for all incidents including reports and RCA documentation
• Prepare and present regular incident reports and insights to senior management
• Track and analyze KPIs related to incident response and resolution

Team Coordination and Training:

• Collaborate with IT, service desk, and cross-functional teams to support effective incident management
• Guide and support team members involved in incident resolution
• Conduct training sessions to promote incident management best practices

Stakeholder Communication:

• Provide clear, concise updates on incident status and resolution to stakeholders and end-users
• Manage expectations and maintain transparency during high-impact incidents

Compliance and Risk Management:

• Ensure adherence to ITIL and organizational policies during incident handling
• Identify and mitigate risks associated with incidents and support compliance requirements

Major Incident Management:

• Serve as the escalation point for critical incidents and lead major incident management processes
• Coordinate crisis response activities and ensure leadership is kept informed during severe outages

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, Business Administration, or a related field
• Relevant certifications such as ITIL or Certified Incident Handler are preferred
• Minimum 5 years of experience in incident management, IT operations, or a related field
• Proven experience managing major incidents and working with cross-functional technical teams