Incident Management Professional
1 day ago
**About The Edge Partnership
We are a dynamic and innovative organization dedicated to delivering exceptional services.
**Job Summary:** We are seeking an experienced Incident Manager to join our team. The successful candidate will be responsible for driving quick resolution of incidents, coordinating with L2/L3 support teams, escalating cases to prevent SLA breaches and delays, participating in regular incident review meetings, generating periodic service reports for stakeholders, analyzing incident trends, monitoring Incident Management KPIs, conducting post-incident reviews, leading root cause analysis sessions, tracking problem ticket resolutions, managing known errors to prevent incident recurrence, and monitoring and reporting on problem management KPIs.
**Key Responsibilities:
- Drive swift incident resolution through effective communication and coordination with internal teams.
- Evaluate and escalate critical incidents to ensure timely resolution and minimal impact on our operations.
- Participate in regular incident review meetings to analyze and improve our incident management processes.
- Develop and maintain comprehensive service reports to inform stakeholders and drive business decisions.
- Analyze incident trends to identify areas for process improvement and optimize our incident management capabilities.
- Monitor and report on key performance indicators (KPIs) to measure the effectiveness of our incident management strategy.
- Conduct thorough post-incident reviews to capture insights and enhance our incident response mechanisms.
- Lead root cause analysis (RCA) sessions to identify underlying causes of incidents and implement corrective actions.
- Track and resolve problem tickets to prevent recurring incidents and minimize downtime.
**Requirements:**
We seek a seasoned Incident Manager with 5+ years of experience in incident management and problem management. Strong communication and relationship management skills are essential for success in this role. Analytical and self-driven individuals who can work independently are preferred. ITIL 4 certification is highly valued, and experience with ServiceNow is a plus.
**What We Offer:
We offer a competitive salary range of $85,000 - $115,000 per annum, depending on experience, along with a comprehensive benefits package, including health insurance, retirement plan, and paid time off.
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