Incident Management Manager – IT Infrastructure

About the role

The Incident Management Manager leads the end‑to‑end incident management process for IT infrastructure services, ensuring rapid restoration, effective coordination during major incidents, and continuous improvement of operational resilience.

Key responsibilities

• Own and govern the Incident Management process, policies, standards, and procedures.
• Lead major incident response activities, facilitate bridges and war rooms, and coordinate technical teams, service owners, and vendors.
• Provide timely, business‑focused communication to executives, business stakeholders, and support teams throughout incident lifecycles.
• Drive urgency and accountability during critical outages, escalating issues to leadership and vendors as needed.
• Analyze incident trends, partner with Problem Management, and develop dashboards to measure performance and recommend preventative actions.
• Collaborate with Service Owners, Infrastructure, Security, Application Support, Service Desk, vendors, and Business Relationship Managers to support changes, releases, crisis management, and business continuity.

Required profile

• Bachelor's degree in Information Technology, Business, Engineering, or a related field (or equivalent experience).
• ITIL Foundation certification (v3 or v4) required; advanced ITIL certifications preferred.
• Training or experience in Major Incident Management, Crisis Management, or related disciplines.

Required skills

What we offer

• Opportunity to lead critical incident response for a large IT infrastructure environment.
• Collaboration with cross‑functional technical and business teams.
• Continuous improvement focus and professional development in IT service management.