This position is posted by Jobgether on behalf of a partner company. We are currently looking for a IT Incident Manager - REMOTE. This role is crucial for ensuring that all incoming IT support requests are managed effectively from start to finish. As an incident manager, you will evaluate and prioritize incidents based on their severity and impact, ensuring that requests are assigned to the appropriate teams and resolved within agreed service levels. You will collaborate with various IT functions to drive improvements and maintain a high standard of service. The ideal candidate will possess strong analytical skills, attention to detail, and the ability to communicate effectively across technical and non-technical stakeholders.
Accountabilities
- Monitor and triage all incoming support requests logged in various IT tracking systems.
- Validate request completeness and ensure all required details are captured.
- Assess each incident for severity, business impact, and completeness.
- Determine appropriate priority based on facts provided in the incident.
- Identify incidents vs. enhancements and route accordingly.
- Assign incidents to the proper resource or team.
- Confirm resolution quality and keep incident tracking systems clean.
- Analyze incident trends, root causes, and propose problem management initiatives.
- Partner with teams to enhance incident prevention and automation.
- Work across all areas of IT and align incident handling with business priorities.
Requirements
- 35+ years of experience in Incident Management or Service Desk.
- Strong understanding of ITIL concepts (Incident, Problem, Change, SLA, CMDB).
- Proven ability to assess severity and prioritize incidents effectively.
- Excellent communication skills with technical and non-technical stakeholders.
- Strong organizational skills and attention to detail.
Benefits
- Flexible work hours and remote work options.
- Opportunities for professional development and training.
- Collaborative work environment with a focus on continuous improvement.
- Health and wellness benefits.
- Access to tools and technologies to enhance productivity.
Why Apply Through Jobgether
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
