IT Incident Manager
4 weeks ago
Responsibilities:
Incident Management:
- Quickly drive incidents to resolution.
- Coordinate efforts across L2 and L3 support teams for timely incident resolution.
- Escalate cases involving process failures that delay resolution or result in SLA breaches.
- Attend regular incident review meetings to ensure open incidents are addressed promptly.
- Generate periodic service reports for stakeholders.
- Analyze incident trends to identify opportunities for improvement.
- Ensure incidents are documented accurately according to the Incident Management process.
- Monitor and report on Incident Management KPIs.
- Conduct reviews of major incidents to capture insights and finalize improvement actions.
Problem Management:
- Lead root cause analysis sessions to identify fundamental issues and preventive measures.
- Track follow-up actions to ensure timely resolution of problem tickets.
- Analyze and log problem tickets for future reference.
- Serve as the gatekeeper for all known errors.
- Monitor and report on Problem Management KPIs.
Qualifications:
- Minimum 5 years of experience in incident and problem management within a large organization.
- Excellent communication skills, capable of conveying complex information clearly.
- Excellent interpersonal abilities to manage customer relationships effectively.
- Analytical mindset with the ability to navigate complex technical and process-related issues.
- Self-driven and capable of working independently.
- Experience in a regulated industry is a plus.
- ITIL 4 certification is a plus.
- Experience with ServiceNow is advantageous.
Tell employers what skills you have
Excellent Communication Skills
ITIL Certified
Change Management
Root Cause Analysis
Information Technology
Organizational Development
Good Communication Skills
Problem Management
ITIL
ServiceNow
Delivery Management
Incident Management
Team Builder
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