IT Incident Manager

Description:

IT Incident Manager

Are you ready to take charge of IT incidents, problems, and service requests? I am seeking a dynamic individual to join a team as an IT Incident Manager. In this pivotal role, you'll play a crucial part in ensuring the smooth operation of IT services by managing incidents, problems, and service requests effectively.

Key Responsibilities for the IT Incident Manager:

Serve as the primary point of contact during incidents, driving resolution with clear and effective communication.
Lead as the Major Incident Manager during outages, providing timely updates and maintaining stakeholder communication.
Maintain meticulous documentation of incidents, problems, and service requests, ensuring quality and completeness.
Utilize strong analytical skills to identify trends and patterns in incident and problem data.
Coordinate with stakeholders to ensure SLAs and KPIs are consistently met, delivering top-tier support to our business users.
Facilitate regular meetings such as outage reviews to foster stakeholder communication and collaboration.
Interface with Change and Configuration Management activities as necessary.
Ensure compliance with Information Security processes and regulations.Key skills for the IT Incident Manager:

Minimum 5 years' experience managing ITIL processes in medium to large organizations.
Proficiency with helpdesk ticketing systems (ITSM tools) and IT Applications/Infrastructure.
ITIL Foundation qualification is a must.
Proven experience handling major incidents and crisis management.
Exceptional customer service, communication, teamwork, and interpersonal skills.
Ability to manage multiple priorities and stakeholders in a fast-paced environment.
Willingness to engage in continuous learning and training initiatives.If you're ready to lead IT incident, problem, and service request management and thrive in a dynamic environment, apply now! Let's shape the future of IT together