IT Incident Manager

Job Summary

To ensure rapid service restoration and minimize business impact, the full-time IT Incident Manager will coordinate the Incident Management process, facilitating communication among technical teams, leadership, and stakeholders while supporting Knowledge Management activities remotely.

Key responsibilities

• Monitor and maintain the quality of incident records within the ITSM platform, driving timely incident resolution and ensuring compliance with documentation standards
• Coordinate Major Incidents from declaration through service restoration, facilitating communication and engagement among technical teams and stakeholders
• Conduct Post-Incident Reviews and document findings to identify opportunities for process improvement and enhance service stability

Required qualifications

• Bachelor's degree required
• 3-5+ years of experience in Incident Management, IT Service Management, or related fields
• Experience coordinating Major Incident Management processes in a complex IT environment
• Strong understanding of ITIL practices related to Incident, Major Incident, Problem, and Change Management
• Proven ability to coordinate cross-functional teams during high-impact situations