Job Description & Key Responsibilities
- Oversee the entire incident lifecycle, from identification to resolution and closure, ensuring adherence to SLA (Service Level Agreement) timelines.
- Lead and coordinate the response to major incidents, ensuring quick and effective resolution while minimizing business impact.
- Act as the primary point of contact for incident escalation, providing timely and clear communication to stakeholders, including executive leadership
- Develop, implement, and maintain robust incident management processes and procedures, ensuring they are aligned with industry best practices
- Conduct thorough post-incident reviews to identify root causes, lessons learned, and implement corrective actions to prevent recurrence.
- Drive collaboration among cross-functional teams for continuous improvement initiatives to enhance the efficiency and effectiveness of the incident management process
- Ensure that incident management processes comply with regulatory requirements and organizational policies, mitigating risks associated with incidents.
- Provide training and guidance to the incident response team and other relevant staff on incident management best practices and procedures.
- Maintain comprehensive documentation of detail incidents and resolutions, prepare detailed reports for management review & analysis and lessons learned for future reference
- Analyze incident trends and metrics to identify areas for improvement in incident management processes
- Work closely with application support teams, and other departments to ensure a coordinated and effective incident.
Qualification
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- 5+ years of experience in ITIL4 processes, particularly Incident Management.
- Excellent communication and interpersonal skills to liaise effectively with technical teams and non-technical stakeholders.
- Analytical and problem-solving skills to quickly assess and resolve incidents.
- Experience with IT service management tools
- Ability to work under pressure and prioritize tasks in high-stress situations.
