Job description:
Purpose of the Job
The Incidents Sr Manager is a senior functional leadership role accountable for end-to-end Incident and Request Fulfilment operations across L1 and L1.5, with full ownership of incident lifecycle governance, operational execution, escalation, and stakeholder communication across all priority levels (P0–P4).
This role owns the Incident Management operating model and frontline operational execution layer, ensuring IT Operations acts as a controlled, business-aligned execution function rather than a ticket-routing layer. The role is responsible for real-time operational stability, rapid service restoration, disciplined triage and escalation, and predictable service request delivery across all technology and product domains.
Job Description
Incident Governance:
- Own global Incident and Major Incident processes and frameworks.
- Lead P0/P1 crisis coordination and war rooms.
Communication & Stakeholder Management:
- Manage executive and business communication during critical outages.
- Ensure consistent incident reporting and stakeholder updates.
Continuous Improvement:
- Drive post-incident reviews, RCA follow-up, and corrective action tracking.
- Improve triage standards, escalation quality, and MTTR performance.
Customer:
- Ensure reliable and predictable IT services for logistics operations, digital commerce platforms, corporate productivity, and customer experience channels.
- Reduce business disruption, shipment delays, revenue leakage, and reputational risk due to IT outages.
Financial Result:
- Deliver measurable reduction in incident volumes, MTTR, operational rework, and unplanned outages.
- Improve cost efficiency through automation, standardized operations, and vendor optimization.
Job Requirements - Experience and Education
- 10+ years in enterprise IT Operations or Incident Management roles.
- Experience in 24/7 mission-critical environments.
- Bachelor's degree in IT or Engineering.
Certifications:
Mandatory:
ITIL v4 Foundation (or must obtain within 6–12 months)
Preferred:
- ITIL v4 Managing Professional modules
- ServiceNow CIS – Incident/ITSM
- Crisis or Major Incident Management certifications
Leadership BehaviorsBuilding Outstanding Teams Setting a clear direction Simplification Collaborate & break silos Execution & Accountability Growth mindset Innovation Inclusion External focus Skills
