IT Service Management Professional
1 week ago
Join a team of experienced professionals who strive for excellence in IT service management. We are seeking an Incident Manager to lead and oversee the entire incident lifecycle, from identification and logging to resolution and closure.
As an Incident Manager, you will be responsible for ensuring timely resolution of incidents, coordinating effectively across teams, and implementing best practices to minimize disruptions to business operations. You will drive Root Cause Analysis (RCA) for critical incidents and ensure appropriate follow-ups.
The ideal candidate will have strong expertise in incident management, clear communication skills, and experience working with international teams, including Japanese-speaking stakeholders.
Key Responsibilities:- Oversee the end-to-end incident lifecycle
- Drive Root Cause Analysis (RCA) for critical incidents
- Develop and maintain incident management dashboards, metrics, and reports
- Facilitate discussions within the recovery team
- Ability to translate technical incidents into business terms
- Tertiary degree in technology from a recognized educational institution
- Strong understanding of ITIL processes; ITIL certification is highly preferred
- 6–8 years of experience in IT incident management or related roles, with at least 2–3 years in a leadership capacity
- Opportunity to work with a dynamic team of professionals
- Chance to develop and implement best practices in incident management
- Experience working with international teams and stakeholders
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