Incident Manager

About the role

The Incident Manager will own the full lifecycle of service‑impacting incidents, ensuring rapid restoration and clear communication with customers and internal stakeholders. This role is pivotal in preserving trust during disruptions by coordinating technical teams and driving consistent incident response.

Key responsibilities

• Lead incident management from detection through resolution, guaranteeing timely service restoration.
• Orchestrate incident bridges and coordinate multiple technical teams and service partners during active incidents.
• Communicate incident status and updates to customers and internal stakeholders using defined communication plans.
• Assess incident priorities, impacts, and escalations accurately and consistently.
• Conduct post‑incident reviews, documenting root causes, actions taken, and improvement opportunities.
• Partner with Problem Management to trigger deeper root‑cause analysis when required.
• Monitor incident trends and metrics to identify recurring issues and drive service improvements.
• Maintain compliance with IT Service Management (ITSM) processes and continuously improve execution.

Required profile

• Experience working within ITSM frameworks and incident management processes.
• Proven ability to lead and coordinate cross‑functional technical teams during high‑impact incidents.
• Strong experience managing customer communications during service disruptions.
• Familiarity with formal troubleshooting and root‑cause analysis methodologies.
• Ability to handle multiple incidents, priorities, and stakeholders concurrently.

Required skills

• Hands‑on experience with ServiceNow or equivalent ITSM platforms.
• ITIL Foundation certification (v3 or v4) or higher.
• Solid knowledge of ITSM processes and incident management best practices.