Incident Manager

Job Summary:

The Incident Manager is responsible for managing the end-to-end incident management process. This includes the coordination of all activities involved in restoring services as quickly as possible while minimizing impact to business operations. The successful candidate will work closely with IT service teams, stakeholders, and incident responders to ensure timely resolution of incidents.

Key Responsibilities:

• Lead the incident management process and ensure adherence to incident management policies and procedures.
• Prioritize and categorize incidents based on severity and business impact.
• Coordinate with various technical teams to facilitate incident resolution and communication.
• Monitor incident lifecycle and ensure timely updates for incidents until resolution.
• Facilitate incident management meetings, including major incident reviews and post-incident analyses.
• Identify and implement improvements to the incident management process.
• Prepare and share incident reports and metrics for management review.
• Ensure knowledge transfer is captured for future reference and training purposes.

Skills and Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• 3-5 years of experience in a similar role, preferably in the banking or financial services sector.
• Strong understanding of ITIL processes, specifically incident management.
• Proficiency in using ITSM tools (e.g., ServiceNow, JIRA, BMC Remedy).
• Excellent communication, facilitation, and interpersonal skills.
• Ability to work under pressure and manage multiple incidents concurrently.
• Strong analytical and problem-solving skills.