05P - Incident Management
Core
Lead end-to-end management of incidents impacting customer services, focusing on service restoration, cross-functional coordination, and clear communication.
Role type
Senior Incident Manager (IT Service Management)
Builds
Restored customer services and improved incident management processes
Domain
IT Service Management / Enterprise Technology Operations
Required skills
ITSM framework expertise, ITSM tool proficiency (ServiceNow), cross-functional team leadership, customer communication during disruptions, root cause analysis, multi-priority management, structured documentation
Preferred skills
ITIL Foundation certification, large-scale enterprise environment support, post-incident review facilitation, ambiguity management, executive stakeholder management
Technologies
ServiceNow
Responsibilities
Lead incident management from identification to resolution, orchestrate incident bridges and coordinate technical teams, manage customer and internal stakeholder communications, assess incident priorities and escalations, drive post-incident reviews and root cause analysis, monitor incident trends and metrics, maintain ITSM compliance
Seniority
Senior, hands-on IC
