Incident manager

Reporting into the Head of IT Service Management , you will act as the central point to oversee and execute the incident management process , with emphasis on Major Incident Management (MIM). This role ensures that IT services are restored as quickly as possible following an incident, minimizing business impact and maintaining high levels of customer satisfaction. The Incident Manager works closely with process owners to uphold service quality, drive continuous improvement, and maintain compliance with ITSM standards. 1. Incident Monitoring : Continuously monitor service performance metrics to identify potential issues before they impact users. Analyze performance data to identify trends and areas for improvement. Ensure inciddent are properly logged, categorized, prioritized, and assigned. Monitor incident queues and timely resolution according to SLAs. Focus will be incident monitoring; however, Service Request monitoring will also be part of daily activities 2. Ensure Resolution of Service Performance Degradation and Issues : Be the Incident and Major Incident Coordinator ensuring timely resolution of service performance issues. Ensure as well timely and precise communication with the IT department and end users. Close collaboration with ITSM process owners. Giving feedback and supporting the development of incident management policies, procedures, and standards. 3. Handling of Complaints : Support managing incoming complaints to ensure customer issues are addressed promptly and effectively. Analyze complaint data to identify root causes and support implementing corrective actions. 4. Service Improvement : Identify opportunities for service improvement and implement initiatives to enhance service quality. Collaborate with cross-functional teams to drive continuous improvement efforts. 5. Reporting and Communication : Prepare and present regular reports on service performance, incidents, and complaints to senior management. Ensure effective communication with stakeholders regarding service performance and improvement initiatives. Support maintenance of accurate documentation of service performance metrics Networking / Key Relationships : End Users Infrastructure and Support organization IT Leadership Team Enterprise Architect Information Security PMO Enterprise Application & Development Business stakeholders Vendors / Service providers Minimum Knowledge & Experience Required for the Position : Bachelor's degree in Information Technology, Business Administration, or a related field. Minimum of 5 years of proven experience in Incident and Major Incident Management in a complex IT environment. Strong understanding regarding issues of IT infrastructure, network and applications. Experience in leading bridge calls or crisis management scenarios. Hands-on experience with Service Now ITIL Foundation certification is preferred. Skills & Capabilities : Analytical Skills : Ability to analyze complex data and identify trends, root causes, and areas for improvement. Communication Skills : Excellent verbal and written communication skills, with the ability to effectively communicate with technical and non-technical stakeholders. Problem-Solving Skills : Strong problem-solving skills with the ability to think critically and develop effective solutions. Customer Focus : Strong customer service orientation with a focus on delivering high-quality services. Leadership Skills : Ability to work with cross-functional teams and drive process improvements. Adaptability : Ability to adapt to changing priorities and work effectively in a fast-paced environment. Travel Requirements : Not required