Incident Manager

Incident Manager someone with 2 to 4 yrs experience as an Incident manager willing to work in a 24 into 7 restoration team and availability for weekend on calls has a passion to solve problems

Years of experience needed needed is 2 to 4 years

Primary Duties and Responsibilities other duties may be assigned

The Incident Manager is responsible for the endtoend management of all IT major incidents Their role and responsibilities are extremely varied and include amongst others

Leveraging technology to issue all communications and providing key stakeholder management

Leading driving facilitating and chairing all investigation activities meetings and conference calls

Forming collaborative action plans with specific actions roles and deadlines and ensuring these are completed

Liaise with Delivery Unit System Owners and Client to ensure timely resolution for high priority incidents

Matrix management of people processes and resources including third parties including resolving conflict to move forward to resolution

Being accountable for resolving the outage via workaround or permanent fix

Ensuring all administration and reports are maintained and up to date including contacts information technical diagrams post major incident reviews

Required Qualifications Skills

Must have 2 to 4 yrs hands on experience of handing major incidents and related calls

ITIL foundation Certified or 2 to 4 years working experience in specific ITSM role

Strong analytical skills

Ability to effectively operate with high energy and flexibility in a fastpaced constantly evolving team environment

Proven track record of working collaboratively to improve the customers experience

Ability to develop collaborative relationships with customers partners and developers across the business at all levels

Demonstrate strong interpersonal and communication skills while working with diverse audiences including highly technical IT professionals developers and architects

Able to manage relationships with peers and managers as it relates to support and services

Ability to navigate complexity and create collaborative cross functional solutions

Strong communication presentation and relationship management skills

Able to translate complex issues in an understandable organized way

Team oriented

Positive team player attitude with excellent verbal and written communication skills

High degree of organizational skills

Technical Skills

Experience with ITIL V3 or V4

Experience with Service Now

Strong written and verbal communication and relationship management skills

Excellent problem solving organizational and project management skills

Experience with standard desktop tools including Microsoft Office

Management Skills

Familiarity with ITIL processes for structured incident handling

Maintain accurate records of incidents actions and resolutions

Incident analytical Skills to quickly identify root causes using data patterns and system impact analysis

Behavioral Skills

Selfstarter ability to begin working with minimal coaching

Command and Control presence while managing critical incidents

Should be able to drive restoration calls independently Attention to Detail Quality Focus

Strong analytical skills and be able to correlate the issues

Good decision making skills

Strong communication skills Providing information to others both internal and external to the organization

Ability to articulate thoughts clearly in the English language both verbally and written

Ability to work independently as well as part of a team on multiple overlapping issues

Maintains a professional demeanor and attitude while being assertive Deductive reasoning

Ability to challenge information if the response does not fit the situation

Ability to handle multiple priorities professionally manage time while meeting deadlines in a fast paced highvolume environment

Flexibility to support 24 into 7 on a rotation shift including weekends on call

Qualification

Prefer knowledge of Service Now

Certification

Prefer ITIL knowledge or certification