Job Summary
We are seeking an experienced Incident Manager with 8 to 12 years of experience to join our team. The ideal candidate will have a strong background in Incident Management and a good understanding of Analytics. This role involves managing and resolving incidents efficiently to ensure minimal impact on business operations. The candidate will play a crucial role in maintaining service quality and improving incident management processes.
Responsibilities
Lead the incident management process to ensure timely resolution of incidents.Oversee the identification logging categorization and prioritization of incidents.Provide effective communication to stakeholders during incident resolution.Coordinate with technical teams to diagnose and resolve incidents.Ensure incidents are resolved within agreed service level agreements.Develop and implement incident management procedures and policies.Monitor incident trends to identify recurring issues and recommend improvements.Conduct post-incident reviews to identify root causes and prevent future occurrences.Maintain accurate incident records and documentation.Collaborate with the analytics team to leverage data for incident analysis.Provide training and guidance to team members on incident management best practices.Ensure compliance with regulatory and organizational standards in incident management.Drive continuous improvement in incident management processes to enhance service quality.
Qualifications
Possess strong experience in incident management with a proven track record.Demonstrate excellent problem-solving and analytical skills.Exhibit strong communication and interpersonal skills.Show proficiency in using incident management tools and software.Have a good understanding of analytics and its application in incident management.Display the ability to work under pressure and manage multiple incidents simultaneously.
Certifications Required
ITIL Foundation Certified Incident Manager
