• Incident Coordination: Lead and coordinate the response to major incidents, ensuring quick and effective resolution while minimizing business impact.
• Process Management: Develop, implement, and maintain robust incident management processes and procedures, ensuring they are aligned with industry best practices.
• Stakeholder Communication: Act as the primary point of contact for incident escalation, providing timely and clear communication to stakeholders, including executive leadership.
• Post-Incident Review: Conduct thorough post-incident reviews to identify root causes, lessons learned, and opportunities for process improvements.
• Continuous Improvement: Drive continuous improvement initiatives to enhance the efficiency and effectiveness of the incident management process.
• Compliance and Risk Management: Ensure that incident management processes comply with regulatory requirements and organizational policies, mitigating risks associated with incidents.
• Training and Development: Provide training and guidance to the incident response team and other relevant staff on incident management best practices and procedures.
• Reporting and Documentation: Maintain comprehensive documentation of incidents and resolutions, and prepare detailed reports for management review and analysis.
• Collaboration: Work closely with application support teams, and other departments to ensure acoordinated and effective incident response.
• Monitoring & follow up change and Service request process

• At least 3 - 5 years’ experience in Incident Management.
• Good English communication skills (written and oral)
• Strong analytical and Problem-Solving skills.
• Excellent communication and interpersonal skills, with the ability to effectively interact with individuals at all levels of the organization.
• Very good understanding of Incident Management, Problem Management and Change Management processes
• Proficiency in incident management tools and systems.
• Knowledge of IT infrastructure and applications, including networking, databases, and systems administration
• Strong interpersonal and teamwork oriented
• Ability to work well under pressure, manage multiple incidents simultaneously, and meet tight deadlines
• Being flexible and open to regular changes • Desire to continue learning and improving