Job Description & Key Responsibilities

• Oversee the entire incident lifecycle, from identification to resolution and closure, ensuring adherence to SLA (Service Level Agreement) timelines.

• Lead and coordinate the response to major incidents, ensuring quick and effective resolution while minimizing business impact.

• Act as the primary point of contact for incident escalation, providing timely and clear communication to stakeholders, including executive leadership

• Develop, implement, and maintain robust incident management processes and procedures, ensuring they are aligned with industry best practices

• Conduct thorough post-incident reviews to identify root causes, lessons learned, and implement corrective actions to prevent recurrence.

• Drive collaboration among cross-functional teams for continuous improvement initiatives to enhance the efficiency and effectiveness of the incident management process

• Ensure that incident management processes comply with regulatory requirements and organizational policies, mitigating risks associated with incidents.

• Provide training and guidance to the incident response team and other relevant staff on incident management best practices and procedures.

• Maintain comprehensive documentation of detail incidents and resolutions, prepare detailed reports for management review & analysis and lessons learned for future reference

• Analyze incident trends and metrics to identify areas for improvement in incident management processes

• Work closely with application support teams, and other departments to ensure a coordinated and effective incident.

Qualification

• Bachelor's degree in Computer Science, Information Technology, or a related field.

• 5+ years of experience in ITIL4 processes, particularly Incident Management.

• Excellent communication and interpersonal skills to liaise effectively with technical teams and non-technical stakeholders.

• Analytical and problem-solving skills to quickly assess and resolve incidents.

• Experience with IT service management tools

• Ability to work under pressure and prioritize tasks in high-stress situations.