Service Operations Incident Manager

The Service Operations Incident Manager at our company plays a crucial role in managing the end-to-end lifecycle of incidents, ensuring adherence to agreed SLAs, and maintaining efficient service operations. As the Incident Manager, you will monitor incident queues, escalate issues as needed, and coordinate efforts across the support team to ensure prompt resolution. You will also triage, lead, and facilitate major incidents, acting as the primary point of contact for incident communication and providing timely updates to affected users and stakeholders. Furthermore, you will be responsible for conducting post-incident reviews to identify root causes and implement corrective actions to prevent future occurrences. Continuous evaluation and improvement of incident management processes, tools, and workflows will be part of your key responsibilities. Upholding organizational policies, SLAs, and compliance standards, as well as ensuring compliance with external and internal regulations, procedures, and guidelines, will also be essential aspects of your role. To be successful in this position, you should possess a Bachelor's or Master's degree, along with a minimum of 12 years of experience in managing ERP AMS portfolio. Proven experience in Incident Management, IT service management (ITSM), or a related role is required, along with a strong understanding of ITIL principles and best practices. Excellent communication and interpersonal skills, the ability to work under pressure, and handle multiple priorities are crucial. An analytical mindset with problem-solving skills, experience with incident management tools (e.g., Service Now, Power BI), and proficiency in both spoken and written English language are also necessary qualifications. At Hitachi Energy, we value safety and integrity, emphasizing personal responsibility, care for colleagues, and commitment to the business. If you have a disability and require accommodation during the job application process, please submit a request for reasonable accommodations through our website. We are dedicated to supporting individuals with disabilities in accessing our career site and ensuring a smooth application process.,