Incident Manager

Job Summary

A company is looking for a Manager, Incident.

Key Responsibilities

• Act as a single point of contact for major incidents and coordinate efforts to restore normal service operations
• Lead conference calls during major incidents and communicate progress to stakeholders
• Document post-incident reviews and manage the help centre website while maintaining the ITSM tool

Required Qualifications

• Experience in incident management, change management, and problem management
• Strong understanding of IT infrastructure, including servers, networks, and storage
• Proficiency in ITSM tool administration, preferably with Zendesk
• Ability to analyze failed changes and implement continuous service improvement
• Experience in reporting and creating dashboards