As an IT Incident Manager, you will play a critical role in ensuring the swift resolution of major IT incidents, minimizing business disruption. You will lead the incident management process from start to finish, including post-incident analysis and reporting.
Key Responsibilities
- Act as the primary coordinator during major IT incidents, ensuring swift resolution and minimal business disruption.
- Lead incident bridges and war rooms, engaging appropriate technical and business representatives teams.
- Provide timely and accurate communication to stakeholders throughout the incident lifecycle.
- Maintain the major incident process, ensuring alignment with ITIL best practices.
- Track incident trends and contribute to proactive risk mitigation strategies.
Post-Incident Report Management
- Lead the creation and delivery of comprehensive post-incident reports (PIRs).
- Coordinate with technical teams to gather root cause analysis, corrective and preventive actions.
- Facilitate post-incident review meetings to capture lessons learned and drive service improvements.
- Ensure timely completion and distribution of Post Incident Report to relevant stakeholders.
- Track follow-up actions and PIR tasks to closure.
Qualifications
- Proven experience in IT incident management, service management, and problem management roles.
- Strong understanding of ITIL framework (ITIL certification preferred).
- Excellent communication, coordination, and stakeholder management skills.
- Ability to remain calm and effective under pressure.
- Strong analytical and documentation skills, with attention to detail.
- Familiarity with root cause analysis techniques.
- Experience with ITSM tools (ServiceNow, BMC Helix).
What We Offer
- Opportunity to develop and scale a world-class IT product, for use in worldwide laboratories. Our code impacts life and makes the world a healthier and safer place to live.
- Be a part of an ambitious IT solutions program, with an opportunity to fast-track career as a high performer.
- A launchpad into various opportunities and a chance to become part of an international team of professionals.
