Incident Manger
Core
Coordinate and manage critical incidents for a client's ITSM team, ensuring rapid service restoration and minimizing business impact.
Role type
Senior Incident Manager (ITSM)
Builds
Incident management processes and critical incident resolution workflows
Domain
IT Service Management (ITSM)
Deliverable
client delivery
Required skills
Incident management, Major Incident Management (MIM), SLA/OLA monitoring, stakeholder communication, corrective action tracking, documentation management, service review participation
Preferred skills
ITIL Foundation certification, C1 English proficiency
Technologies
ITSM tools (implied by context)
Responsibilities
Lead management of critical incidents (P1/P2) coordinating technical teams and business areas; Facilitate and direct Major Incident Management (MIM) ensuring clear communication; Supervise the full incident lifecycle from detection to closure; Monitor compliance with SLA, OLA, and KPIs; Ensure accurate and updated incident documentation; Represent Incident Management in service reviews and operational meetings.
