We are looking for a seasoned Incident manager who will be overseeing the incident management process within an organization to ensure that incidents are promptly addressed and resolved.
Mandatory Skill(s)
- Bachelor's degree in computer science, information technology, or related field;
- Atleast 5 years of experience in Incident Management;
- Capable of dissecting complex issues and identifying effective solutions;
- Demonstrated experience in IT incident management or a similar role, preferably within a fast-paced IT environment;
- Must have comprehensive knowledge of ITIL incident management principles and best practices;
- Proficient in using incident management tools and systems;
- Proficiency in project management, documentation, and task prioritization;
- Identify and understand the needs of stakeholders—individuals or groups invested in the outcome of an incident;
- Must have outstanding communication skills, capable of conveying technical information effectively to both technical and non-technical audiences;
- Able to excel under pressure and effectively prioritize tasks in a high-pressure IT environment.
Desirable Skill(s)
- Experience in a regulated industry;
- ITIL 4 certification;
- Experience with ServiceNow is advantageous.
Responsibilities
- Lead root cause analysis sessions to identify fundamental issues and preventive measures;
- Track follow-up actions to ensure timely resolution of problem tickets;
- Analyze and log problem tickets for future reference;
- Serve as the gatekeeper for all known errors;
- Monitor and report on Problem Management KPIs;
- Coordinate efforts across L2 and L3 support teams for timely incident resolution;
- Escalate cases involving process failures that delay resolution or result in SLA breaches;
- Attend regular incident review meetings to ensure open incidents are addressed promptly;
- Generate periodic service reports for stakeholders;
- Analyze incident trends to identify opportunities for improvement;
- Ensure incidents are documented accurately according to the Incident Management process;
- Conduct reviews of major incidents to capture insights and finalize improvement actions.
If you are interested in this role, click on the “Apply to this job” button below or you could also write in with your CV to Anand Waleski at anand.w@sciente.com quoting the job title.
