Incident Manager (ITIL & ServiceNow)

About the role

We are looking for an Incident Manager to lead the end‑to‑end incident management process within an enterprise IT environment. The role combines hands‑on incident handling with the development of frameworks, dashboards and training to minimise disruption to business services.

Key responsibilities

• Drive resolution of outage bridges to minimise IT downtime and restore operations.
• Conduct incident wrap‑up and after‑action reviews that feed into the problem review process.
• Formalise and continuously improve the IT incident framework, procedures and training programmes.
• Deploy, maintain and govern incident‑management processes in ServiceNow, including reporting dashboards and KPI audits.
• Lead investigations, analysis, testing and documentation of incidents in partnership with functional, technical and business leads.
• Monitor execution, identify proactive opportunities and maintain evidence‑based metrics to demonstrate process effectiveness.
• Maintain the known error database and knowledge‑base entries, ensuring root‑cause analysis and remediation are documented.
• Perform trend analysis of critical services to anticipate and prevent future incidents.
• Communicate incident status, findings and remediation plans to business stakeholders and ensure regulatory compliance.
• Develop process flow diagrams and support key program‑management milestones.

Required profile

• Minimum 5 years of hands‑on experience with the ITIL Incident Management framework.
• Proven experience implementing and operating Incident Management in ServiceNow.
• Strong analytical mindset with the ability to see both detailed and enterprise‑wide perspectives.
• Experience delivering knowledge‑transfer sessions to on‑shore and off‑shore teams.
• Ability to produce regular SLA and KPI reports and conduct audits.

Required skills

• ITIL Incident Management
• ServiceNow platform
• ServiceNow Report Writer