Key Responsibilities:
Incident Management:
- Monitor and manage the incident lifecycle from identification through to resolution
- Ensure timely and effective communication with stakeholders during incidents
- Coordinate with internal technical teams and third-party vendors for incident resolution
- Classify, prioritize, and resolve incidents based on established protocols
Incident Response and Resolution:
- Lead incident response efforts in adherence to incident management processes
- Facilitate root cause analysis (RCA) for major incidents and track implementation of corrective actions
- Oversee resolution processes to ensure timely and accurate issue handling
Process Improvement:
- Continuously assess and improve incident management processes and procedures
- Implement industry best practices to enhance incident handling and resolution efficiency
- Identify incident trends and proactively address recurring issues
Reporting and Documentation:
- Maintain detailed records for all incidents including reports and RCA documentation
- Prepare and present regular incident reports and insights to senior management
- Track and analyze KPIs related to incident response and resolution
Team Coordination and Training:
- Collaborate with IT, service desk, and cross-functional teams to support effective incident management
- Guide and support team members involved in incident resolution
- Conduct training sessions to promote incident management best practices
Stakeholder Communication:
- Provide clear, concise updates on incident status and resolution to stakeholders and end-users
- Manage expectations and maintain transparency during high-impact incidents
Compliance and Risk Management:
- Ensure adherence to ITIL and organizational policies during incident handling
- Identify and mitigate risks associated with incidents and support compliance requirements
Major Incident Management:
- Serve as the escalation point for critical incidents and lead major incident management processes
- Coordinate crisis response activities and ensure leadership is kept informed during severe outages
Qualifications:
- Bachelor's degree in Computer Science, Information Technology, Business Administration, or a related field
- Relevant certifications such as ITIL or Certified Incident Handler are preferred
- Minimum 5 years of experience in incident management, IT operations, or a related field
- Proven experience managing major incidents and working with cross-functional technical teams
