We're looking for an Incident Manager who thrives in fast-paced environments and knows how to balance technical depth, clear communication, when incidents hit.
Responsibilities
- Acting as the first line of response (L1) for IT incidents and service requests
- Ensuring accurate logging, prioritization, escalation, and timely closure of tickets
- Supporting service desk teams, monitoring queues, and keeping SLAs on track
- Stepping into L2 incident management for more complex issues, ensuring minimal business impact
- Coordinating across L1, L2, L3, Production Managers, and Service Delivery Managers during critical incidents
- Keeping stakeholders informed and confident, especially during P3 incidents and crisis calls
- Driving knowledge management, post-incident reviews, and continuous process improvement
Technical skillset
- Good understanding of IT infrastructure, applications, and incident workflows with an experience of 5 plus years.
- Hands-on experience with incident management and ticketing tools
- Excellent communication skills you can translate technical issues into clear updates
- A problem-solver who spots patterns, not just problems
- Comfortable leading, mentoring, and collaborating across multiple teams
- Able to stay composed and decisive under pressure
