As an Incident Manager at the company, you will be responsible for defining and documenting the company processes and procedures related to Incident, Change, Problem, Capacity, and Availability management. You will act as a process manager linking customer processes with the company operational procedures and supporting customer process owners in improving the maturity of those processes.
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Your key responsibilities will include:
- Reporting and following up on Service Level metrics weekly and monthly.
- Collaborating closely with delivery teams to ensure that SLAs and KPIs are met.
- Initiating service improvements related to availability, performance, service demand, and cost.
- Managing customer escalations to meet satisfaction goals, and acting as a trusted advisor through service performance analysis.
- Overseeing the incident lifecycle which includes detection, logging, classification, prioritization, investigation, resolution, and closure of incidents.
You will also be interfacing with client IT Leadership and VIP community members and ensuring timely resolution of incidents by coordinating with IT teams and the service desk.
Skills & Requirements:
- Expertise in incident management and coordination.
- Strong analytical and problem-solving skills.
- Excellent communication and interpersonal skills.
- Ability to work under pressure and manage high-stress situations.
- Strong organizational and multitasking skills.
- ITIL V4 certification.
- 5+ years of experience relevant to the role.
Work Conditions:
At the company, our work model emphasizes in-person collaboration while also allowing for flexibility to support well-being, productivity, and individual work styles. We are committed to creating an inclusive environment where everyone can thrive.
