Incident Manager I

Job Summary:

We are looking for a motivated and detail-oriented Incident Manager I to join our team. In this role, you will be responsible for managing and coordinating the resolution of IT incidents and service disruptions. You will work with technical teams to ensure timely communication, fast resolution, and prevention of future issues.

Key Responsibilities:

• Act as the first point of contact for managing major incidents.
• Coordinate with IT teams, vendors, and stakeholders to ensure quick resolution.
• Monitor incidents from start to finish and make sure they're resolved within defined timelines.
• Communicate incident updates clearly and regularly to stakeholders.
• Conduct root cause analysis and document the findings.
• Work to improve incident response processes and reduce repeat issues.
• Maintain incident logs and reports using ITSM tools (e.g., ServiceNow, Jira).
• Participate in on-call support rotations if required.

Required Skills and Qualifications:

• 25 years of experience in IT support, service desk, or incident management roles.
• Basic understanding of ITIL processes (certification is a plus).
• Good communication and coordination skills.
• Experience with incident tracking tools (ServiceNow, Jira, etc.).
• Ability to stay calm and focused during high-pressure situations.
• Strong problem-solving skills and attention to detail.

Nice to Have:

• ITIL Foundation certification
• Experience in a 24/7 support environment
• Exposure to cloud platforms (AWS, Azure)