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DESCRIPTION
Job Description
We are seeking a highly motivated and experienced Incident Manager to join our growing Service Operations team. This is a critical role responsible for leading Incident and Major Incident Management activities across enterprise infrastructure and end-user services.
As an Incident Manager, you will take ownership of service restoration during high-impact incidents, coordinate technical teams across multiple towers, drive stakeholder communication, and ensure SLA compliance. You will work closely with Service Operations, Infrastructure, Cloud, Security, Application Support, Change Management, and Problem Management teams to deliver operational excellence and continuous service improvement.
If you thrive in fast-paced environments, enjoy coordinating complex situations, and are passionate about delivering outstanding service outcomes, we would love to hear from you.
Key Responsibilities
- Own and govern the end-to-end Incident Management process in alignment with ITIL best practices and customer governance requirements.
- Lead Major Incident (P1/P2) bridge calls, coordinate resolver groups, technical teams, suppliers, and OEM vendors to restore services within agreed SLAs.
- Drive incident prioritization, escalation management, stakeholder communication, and service restoration activities across infrastructure, cloud, security, network, EUC, and application support teams.
- Facilitate war-room management, executive communications, customer updates, business impact assessments, and critical incident governance activities.
- Coordinate with Problem Management teams to drive Root Cause Analysis (RCA), preventive actions, and continual service improvement initiatives.
- Produce governance reports covering MTTR, SLA adherence, incident trends, recurring issues, and service improvement opportunities.
- Support Change and Release Management processes by assessing incident risks and emergency changes.
- Maintain operational documentation, runbooks, SOPs, knowledge articles, and communication templates.
REQUIREMENTS
Qualifications
- Bachelor's degree in Information Technology, Computer Science, Engineering, Business Information Systems, or a related field.
- Demonstrated experience in Incident Management, Major Incident Management, Service Operations, or IT Service Management environments.
- Experience working in enterprise-scale, multi-tower support organizations.
- Strong understanding of ITIL processes, incident governance, and operational service delivery.
Skills and Experience
- Hands-on experience with ITIL Incident, Major Incident, and Problem Management processes.
- Experience using ServiceNow ITSM or equivalent IT Service Management platforms.
- Strong knowledge of SLA, KPI, MTTR reporting, governance, and service performance management.
- Excellent stakeholder management, executive communication, facilitation, and conflict-resolution skills.
- Experience coordinating infrastructure, cloud, network, security, EUC, and application support teams.
- Strong analytical and decision-making skills with the ability to perform effectively under pressure.
- Experience driving Root Cause Analysis (RCA), service improvement initiatives, and operational excellence programs.
- Knowledge of Change Management, Release Management, and CAB processes.
Preferred Certifications
- ITIL Foundation or ITIL Managing Professional certification.
- ServiceNow ITSM Certification.
- Certified Major Incident Manager certification.
- Project Management or Service Management certification.
OFFER
Why Join Us
- Competitive salary and benefits package.
- Opportunities for professional growth, certification support, and career development.
- Work with global teams supporting mission-critical enterprise environments.
- Collaborative, innovative, and inclusive workplace culture.
- Exposure to complex enterprise technologies and operational excellence initiatives.
- Opportunity to make a direct impact on customer experience and service reliability.
SKILLS
It Skills
Engineering
Technology
Problem-Solving
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