IT Incident Manager

IT Incident Manager

Are you ready to take charge of IT incidents, problems, and service requests? I am seeking a dynamic individual to join a team as an IT Incident Manager. In this pivotal role, you'll play a crucial part in ensuring the smooth operation of IT services by managing incidents, problems, and service requests effectively.

Key Responsibilities for the IT Incident Manager:

• Serve as the primary point of contact during incidents, driving resolution with clear and effective communication.
• Lead as the Major Incident Manager during outages, providing timely updates and maintaining stakeholder communication.
• Maintain meticulous documentation of incidents, problems, and service requests, ensuring quality and completeness.
• Utilize strong analytical skills to identify trends and patterns in incident and problem data.
• Coordinate with stakeholders to ensure SLAs and KPIs are consistently met, delivering top-tier support to our business users.
• Facilitate regular meetings such as outage reviews to foster stakeholder communication and collaboration.
• Interface with Change and Configuration Management activities as necessary.
• Ensure compliance with Information Security processes and regulations.

Key skills for the IT Incident Manager:

• Minimum 5 years' experience managing ITIL processes in medium to large organizations.
• Proficiency with helpdesk ticketing systems (ITSM tools) and IT Applications/Infrastructure.
• ITIL Foundation qualification is a must.
• Proven experience handling major incidents and crisis management.
• Exceptional customer service, communication, teamwork, and interpersonal skills.
• Ability to manage multiple priorities and stakeholders in a fast-paced environment.
• Willingness to engage in continuous learning and training initiatives.

If you're ready to lead IT incident, problem, and service request management and thrive in a dynamic environment, apply now! Let's shape the future of IT together.