Incident Manager

• Excellent communication and interpersonal skills, with the ability to work effectively with technical and non-technical stakeholders.

• Proven problem-solving skills and the ability to work under pressure.

**Context: **

The IT Incident Manager is responsible for managing the lifecycle of all incidents within the organization, ensuring that they are resolved in a timely manner and that service disruptions are minimized. This role involves coordinating with various IT teams, maintaining communication with stakeholders, and implementing best practices for incident management.

Key Responsibilities:

• Oversee the incident management process, ensuring timely logging, prioritization, and resolution.

• Serve as primary liaison for incident communications with stakeholders.

• Collaborate with IT teams to diagnose issues, conduct root cause analysis, and implement corrective actions.

• Monitor incident trends, prepare reports, and identify opportunities to improve response processes.

• Maintain incident management documentation, policies, and knowledge base articles.

• Conduct training on incident management best practices and tools.

• Participate in post-incident reviews and manage escalations for high-impact incidents.

• Ensure compliance with ITIL and relevant frameworks while fostering continuous improvement.

Qualifications:

• Bachelor’s degree in information technology, Computer Science, or a related field.

• Experienced in Advanced Excel and PowerBI

• Minimum of 5 years of experience in IT service management, with a focus on incident management.

• Strong understanding of ITIL principles and practices.

• Familiarity with incident management tools and software like ServiceNow.

• ITIL certification is preferred.

• Python or any coding experience

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