Incident Manager

Job Summary:

The Incident Manager is responsible for overseeing the end-to-end incident management process, ensuring that IT service disruptions are resolved quickly and efficiently. This role acts as the primary point of contact during major incidents and works to minimize business impact and restore normal service operations.

Key Responsibilities:

• Lead the response and resolution process for high-priority incidents
• Coordinate communication between technical teams, stakeholders, and management during incidents
• Ensure accurate and timely documentation of incidents and actions taken
• Drive root cause analysis and post-incident reviews (PIR)
• Monitor incident trends and recommend process improvements
• Maintain incident records in the ITSM tool and ensure SLA compliance
• Escalate unresolved incidents to appropriate support teams or vendors
• Develop and maintain incident management procedures and documentation
• Support business continuity and disaster recovery activities
• Provide regular incident metrics and reports to leadership

Required Skills and Qualifications:

• Bachelor's degree in Information Technology, Computer Science, or related field
• 3+ years of experience in incident or IT service management
• Strong understanding of ITIL framework and incident management processes
• Excellent problem-solving, coordination, and communication skills
• Ability to work under pressure and manage multiple priorities

Preferred Qualifications:

• ITIL Foundation certification or higher
• Experience with ITSM tools like ServiceNow, Remedy, or Jira
• Knowledge of infrastructure, networking, and application support environments
• Exposure to major incident and crisis management procedures