Incident Manager

Incident Manager / Service Assurance Manager
Role Overview
We are seeking a proactive and results-driven Incident Manager to join our IT team. In this role, you will be responsible for leading the end-to-end incident management process, ensuring rapid restoration of IT services, and minimizing business impact. You will also analyze recurring issues and drive process improvements to enhance overall service reliability.
An ideal candidate is highly adaptable, capable of handling multiple priorities, and demonstrates strong decision-making skills during critical incidents.
Key Responsibilities
Lead and oversee the incident management lifecycle, coordinating with all stakeholders to ensure timely resolution.
Manage bridge calls and drive communication during high-priority incidents (P1/P2/P3) in a 24x7 environment.
Develop, maintain, and continuously improve major incident management processes and procedures.
Prepare and present daily, weekly, and monthly incident reports and performance metrics.
Ensure smooth transition and handover of infrastructure operations across shifts.
Monitor incident resolution involving multiple service providers and ensure adherence to SLAs and OLAs.
Escalate incidents at risk of SLA breaches to senior leadership in a timely manner.
Respond swiftly to incidents by identifying root causes and initiating appropriate resolution workflows.
Prioritize incidents based on business impact and urgency.
Document incident response procedures, including handling of cybersecurity threats and system failures.
Collaborate with cross-functional teams to ensure compliance with defined incident management protocols.
Maintain accurate incident records and analyze trends to identify recurring issues.
Continuously refine incident management practices to improve efficiency and effectiveness.
Communicate major system issues and risks to senior management.
Optimize team performance by balancing workloads and rescheduling non-critical activities when necessary.
Required Skills & Qualifications
Bachelor’s degree in Information Technology, Engineering, or a related field.
Minimum of 7+ years of experience in IT Service Management or a similar role.
Strong understanding of ITSM frameworks such as ITIL and COBIT.
Proven expertise in Major Incident Management processes.
Hands-on experience with monitoring tools such as Zabbix.
Basic knowledge of IT infrastructure, including Networks, Windows, Linux, Virtualization, and Databases.
Excellent leadership, coordination, and team collaboration skills.
Ability to analyze large volumes of technical data in a fast-paced environment.
Strong problem-solving, analytical, and time-management skills

Work arrangement
No