The IT Incident Manager is responsible for the end-to-end management of IT incidents across the organization, ensuring that all incidents are responded to, resolved, and communicated in a timely and effective manner. This role is central to minimizing the business impact of IT disruptions and driving continuous service improvement through root cause analysis and proactive measures.
The IT Incident Manager works cross-functionally with technical teams, business stakeholders, and senior leadership, acting as the primary point of accountability during major incidents and service outages.
Key Responsibilities:
Incident Lifecycle Management
- Own and manage the full incident lifecycle — from detection and logging to resolution and closure — in accordance with ITIL best practices.
- Coordinate incident response across technical teams, vendors, and business stakeholders to ensure swift restoration of services.
- Drive Major Incident Management (MIM) bridges, maintaining clear communication and decisive escalation throughout.
- Ensure all incidents are accurately categorized, prioritized, and documented in the ITSM platform.
Communication & Stakeholder Management
- Produce timely, clear incident notifications and status updates for technical teams, management, and affected end users.
- Serve as the primary escalation point for Severity 1 and Severity 2 incidents.
- Chair post-incident review (PIR) meetings and publish incident reports to leadership.
Process & Continuous Improvement
- Define, maintain, and improve incident management processes, playbooks, and runbooks.
- Track incident trends and produce KPI dashboards and SLA performance reports.
- Identify recurring incidents and work with Problem Management to drive root cause elimination.
- Champion a culture of continual service improvement across IT Operations.
Governance & Compliance
- Ensure incident management activities align with organizational policies, regulatory requirements, and audit expectations.
- Maintain and test incident escalation matrices and on-call rosters.
- Collaborate with Change Management to assess incident-to-change correlation.
Job Requirements:
Nationality:
Education:
- Bachelor's degree in information technology, Computer Science, or a related field.
- ITIL Foundation certification (v3 or v4) mandatory; ITIL Practitioner or Managing Professional preferred.
Experience:
- Minimum 4–6 years of experience in IT Service Management, with at least 2 years in an Incident Management role.
- Proven experience managing Major Incidents in complex, multi-vendor IT environments.
Skills and Knowledge:
- Proficiency with ITSM platforms such as ServiceNow, Jira Service Management, or BMC Remedy.
- Strong understanding of IT infrastructure, cloud platforms, and enterprise application environments.
- Excellent written and verbal communication skills, with the ability to communicate technical issues to non-technical audiences.
- Demonstrated ability to work under pressure, managing multiple priorities in a fast-paced environment.
Location:
