Incident Manager

Position Summary

We are looking for a dynamic incident manager to join our Major Incident Management team. In this role, you'll oversee leading the incident management process to resolution and restoring our company's provided IT operations and services swiftly. You will also log and categorize recurring incidents to improve incident management protocols.

To be a successful incident manager, you should have excellent communications skills with an aptitude for technologies and procedures. Ultimately, an outstanding incident manager should excel at multitasking and remain judicious during major incidents.

Essential Duties & Responsibilities

• Overseeing the incident management process and team members involved in resolving the incident.

• Prioritizing incidents according to how soon the application/service should be recovered (urgency) and influence on the business (impact).

• Responding to a reported application/service incident and initiating the incident management process.

• Ensure the closure of all resolved and end-user-confirmed Incident records.

• Ensure traction and report daily on the progress of Problem Reports.

• Guide the various support teams about the incident process.

• Feed into the monthly Service Reviews, including full summaries of all Major Incidents for the respective months.

• Communicating with upper management if major incidents are found in the IT systems.

• Responsible for planning and coordinating all activities required to perform, monitor, and report on the incident remediation efforts within the agreed timescales.

• Provide operational metrics for all incidents and problems, Mean Time to Restore, Mean Time to Repair, aging, status, and root cause analysis.

• Demonstrate flexibility in working hours as required by the business. In future state of 24/7 support.

Experience & Education

• Bachelor's degree in information technology, engineering, or a related field.

• At least three years’ experience working in IT service management, or a similar role.

• Strong knowledge of ITIL and IT service management platforms.

• Experience working with IT systems and applications.

• Excellent communication, negotiation, and stakeholder management skills, with the ability to effectively collaborate with both technical and non-technical stakeholders.

• Ability to analyze a high volume of technical data and work in a fast-paced environment.

• Strong problem solving, analytical, and time management skills.

The work environment characteristics described here maybe encountered while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Moderate noise (i.e. business office with computers, phone, and printers, light traffic).

• Ability to work in a confined area.

• Ability to sit at a computer terminal for an extended period of time. Occasional stooping or kneeling may be necessary.

• While performing the duties of this job, the employee is regularly required to stand, sit, talk, hear and use hands and fingers to operate a computer keyboard and telephone.

• Specific vision abilities are required by this job due to computer work.

• Light to moderate lifting is required.

• Regular, predictable attendance is required.

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