Incident Manager

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

To be a successful incident manager, you should have an aptitude for picking up new technologies and procedures. Ultimately, an outstanding incident manager should excel at multitasking and remain judicious during major incidents.

Incident Manager Responsibilities:

• Overseeing the incident management process and team members involved in resolving the incident.
• Responding to a reported service incident, identifying the cause, and initiating the incident management process.
• Prioritizing incidents according to their urgency and influence on the business.
• Producing documents that outline incident protocols such as Standard Operating Procedures.
• Collaborating with the incident management team to ensure that all protocols are diligently followed.
• Logging all incidents and their resolution to see if there are recurring malfunctions.
• Handling problem management for preventing incidents or reducing their impact.
• Adjusting the incident management process as required to ensure its effectiveness.
• Communicating with upper management if major issues are found in the system.
• Managing the incident team members by re-assigning workloads and re-scheduling non-urgent tasks.
• For major incidents, Providing RCA to the customer and following-up until closure.

Incident Manager Requirements:

• 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 IT service management software including ITIL and COBIT.
• Excellent managerial skills and ability to collaborate with team members and other interfaces.
• Ability to analyze a high volume of technical data and work in a fast-paced environment.
• Strong problem solving, analytical, and time management skills.
• Experience with BMC Remedy, an advantage.