Incident Manager

Were looking for an Incident Manager who thrives in fast-paced environments and knows how to balance technical depth, clear communication, when incidents hit.

Responsibilities

• Acting as the first line of response (L1) for IT incidents and service requests
• Ensuring accurate logging, prioritization, escalation, and timely closure of tickets
• Supporting service desk teams, monitoring queues, and keeping SLAs on track
• Stepping into L2 incident management for more complex issues, ensuring minimal business impact
• Coordinating across L1, L2, L3, Production Managers, and Service Delivery Managers during critical incidents
• Keeping stakeholders informed and confident, especially during P3 incidents and crisis calls
• Driving knowledge management , post-incident reviews, and continuous process improvement

Technical skillset

• Good understanding of IT infrastructure, applications, and incident workflows with an experience of 5 plus years.
• Hands-on experience with incident management and ticketing tools
• Excellent communication skills you can translate technical issues into clear updates
• A problem-solver who spots patterns, not just problems
• Comfortable leading, mentoring, and collaborating across multiple teams
• Able to stay composed and decisive under pressure