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 :

3.Handling of Complaints :

4.Service Improvement :

5.Reporting and Communication :

Networking / Key Relationships :

Minimum Knowledge & Experience Required for the Position :

Skills & Capabilities :

Travel Requirements :

Not required