Incident Manager (IT Operations) Remote

Key Responsibilities

Incident Management

• Lead and coordinate the resolution of major incidents to ensure rapid service restoration.
• Own the end-to-end Incident Management lifecycle, from incident detection through closure.
• Assess incident severity, business impact, and prioritization in accordance with established procedures.
• Ensure incidents are logged, categorized, prioritized, escalated, and resolved within agreed SLAs.
• Chair and facilitate Major Incident bridge calls and war-room activities.

Stakeholder Communication

• Provide timely and accurate communications to business stakeholders, customers, and management during major incidents.
• Prepare and distribute incident status updates, executive summaries, and notifications.
• Maintain clear communication channels between technical support teams and business stakeholders.

Escalation & Coordination

• Act as the primary escalation point for critical and high-priority incidents.
• Coordinate activities across Infrastructure, Network, Application, Security, Cloud, and Vendor support teams.
• Ensure all support groups remain focused on resolution activities and meet agreed response timelines.

Problem Management & Root Cause Analysis

• Conduct and facilitate post-incident reviews (PIRs) and lessons-learned sessions.
• Drive Root Cause Analysis (RCA) activities for major and recurring incidents.
• Track and monitor corrective and preventive actions to ensure closure and prevent recurrence.
• Collaborate with Problem Management teams to identify underlying issues and long-term solutions.

Reporting & Continuous Improvement

• Monitor incident trends, service performance metrics, and operational KPIs.
• Prepare regular management reports, dashboards, and service reviews.
• Identify opportunities to improve incident management processes, tools, and operational effectiveness.
• Recommend and implement process improvements based on trend analysis and industry best practices.

Governance & Compliance

• Ensure compliance with Incident Management policies, procedures, and ITIL standards.
• Support audits and governance activities related to IT Service Management processes.
• Maintain accurate documentation of incidents, RCA reports, and operational procedures.

Required Qualifications

• Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field.
• ITIL Foundation certification (ITIL Intermediate/Managing Professional preferred).
• Relevant certifications in IT Service Management or Operations Management are advantageous.

Experience

• 5+ years of experience in IT Operations, Service Management, or Incident Management.
• Proven experience managing Major Incidents in complex enterprise environments.
• Experience working with ITSM tools such as ServiceNow, BMC Remedy, Jira Service Management, or similar platforms.
• Experience coordinating cross-functional technical teams and vendors.

Key Skills & Competencies

• Strong Incident and Major Incident Management expertise.
• Excellent stakeholder management and communication skills.
• Strong analytical and problem-solving abilities.
• Ability to perform under pressure and manage multiple priorities simultaneously.
• Knowledge of ITIL Service Management framework.
• Strong reporting, documentation, and presentation skills.
• Leadership, facilitation, and decision-making capabilities.
• Experience with SLA, KPI, and operational performance management.

Key Performance Indicators (KPIs)

• Mean Time to Restore Service (MTRS/MTTR).
• SLA compliance rate.
• Number of recurring incidents.
• Major incident resolution time.
• Quality and completion rate of RCA reports.
• Stakeholder satisfaction scores.
• Reduction in business-impacting incidents.
• Incident trend improvement and process enhancement achievements.