Incident Management Specialist

Key Responsibilities:

• Lead and coordinate the incident management lifecycle, including detection, logging, classification, investigation, escalation, and resolution.
• Act as the central point of contact during high-priority (P1/P2) or major incidents.
• Facilitate incident bridges and drive timely resolution by collaborating with cross-functional teams.
• Ensure proper incident documentation in ITSM tools (e.g., ServiceNow, Remedy, Jira).
• Communicate incident status and resolution updates to stakeholders, including executive summaries.
• Perform post-incident reviews (PIRs), root cause analysis (RCA), and follow-up on corrective actions.
• Identify recurring issues and work with problem management to implement permanent fixes.
• Maintain and improve incident response playbooks, SOPs, and SLAs.
• Support 24x7 incident response operations, including participation in on-call rotation.
• Collaborate with security, infrastructure, application, and business continuity teams to ensure effective response to technical and security incidents.

Qualifications and Requirements:

• Bachelor's degree in Information Technology, Computer Science, or related field.
• 3+ years of experience in incident management, IT support operations, or service desk coordination.
• Strong understanding of ITIL framework, especially incident and problem management processes.
• Experience using ITSM tools such as ServiceNow, BMC Remedy, or Ivanti.
• Excellent coordination, communication, and leadership skills under pressure.
• Ability to prioritize and manage multiple high-impact incidents simultaneously.
• Strong documentation and report-writing skills.

Desirable Skills and Certifications:

• ITIL v4 Foundation Certification or higher
• Familiarity with major incident management (MIM) procedures in large enterprise environments
• Experience with network, infrastructure, and application monitoring tools (e.g., Splunk, AppDynamics, Nagios)
• Exposure to cybersecurity incident handling is a plus
• Experience in regulated industries (e.g., finance, healthcare, government) is advantageous