Incident Response Lead
2 weeks ago
The Edge Partnership: Incident Manager Role
We are seeking an experienced Incident Manager to join our team at The Edge Partnership. As an Incident Manager, you will play a critical role in ensuring the seamless operation of our services.
Key Responsibilities:
- Drive swift incident resolution and coordinate with L2/L3 support teams to ensure minimal downtime.
- Elevate cases to prevent SLA breaches and delays, maintaining a proactive approach to service delivery.
- Participate in regular incident review meetings and generate periodic service reports for stakeholders, providing valuable insights into service performance.
- Analyze incident trends and monitor Incident Management KPIs to identify areas for improvement.
- Conduct post-incident reviews to capture lessons learned and enhance processes, promoting a culture of continuous improvement.
- Lead root cause analysis (RCA) sessions and track problem ticket resolutions to ensure effective issue resolution.
- Manage known errors to prevent recurrence, maintaining a robust error management process.
- Monitor and report on problem management KPIs, contributing to data-driven decision making.
Requirements:
- A minimum of 5 years of experience in incident management and problem management, with a proven track record of success.
- Excellent communication and relationship management skills, with the ability to build strong partnerships with stakeholders.
- A analytical mindset and self-motivation, with the ability to work independently and prioritize tasks effectively.
- ITIL 4 certification is highly desirable, with experience in ServiceNow being a significant advantage.
About the Role:
This is a full-time opportunity offering a competitive salary of $120,000 - $150,000 per annum, depending on experience. Our team is passionate about delivering exceptional service and we're committed to creating a positive and inclusive work environment.
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