Service Operations Incident Manager

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Job Description:

The opportunity:

We are looking for an experienced Service Operations Incident Manager to lead the end-to-end lifecycle of incidents, from detection and logging to resolution and closure, ensuring adherence to agreed SLA.

How you’ll make an impact:

• Monitor incident queues, escalate issues as necessary, and coordinate efforts across support team to ensure swift resolution.

• Triage, lead and facilitate the major incidents ensuring timely resolution as per the agreed SLA.

• Act as the primary point of contact for incident communication and provide timely updates to affected users, management, and other stakeholders.

• Facilitate post incident reviews to identify underlying causes and implement corrective actions to prevent future occurrences.

• Continuously evaluate and improve incident management processes, tools and workflows.

• Ensure incidents are resolved efficiently to restore normal service operations as quickly as possible.

• Ensure adherence to organizational policies, SLA’s and compliance standards.

• Responsible to ensure compliance with applicable external and internal regulations, procedures, and guidelines.

• Living Hitachi Energy’s core values of safety and integrity, which means taking responsibility for your own actions while caring for your colleagues and the business.

Your background:

• Bachelor's or Master’s degree preferred.

• Minimum 12 years of experience managing ERP AMS portfolio.

• Proven experience in Incident Management, IT service management (ITSM) or a related role.

• Strong understanding of ITIL principles and best practices.

• Excellent communication and interpersonal skills.

• Ability to work under pressure and handle multiple priorities.

• Analytical mindset with problem solving skills.

• Experience with incident management tools (e.g., Service Now, Power BI).

• Good experience of SAP/ERP processes.

• Proficiency in both spoken & written English language is required.

Qualified individuals with a disability may request a reasonable accommodation if you are unable or limited in your ability to use or access the Hitachi Energy career site as a result of your disability. You may request reasonable accommodations by completing a general inquiry form on our website. Please include your contact information and specific details about your required accommodation to support you during the job application process.

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