Incident Manager - IT

Responsibilities:

- Manage the entire incident lifecycle, from initial identification to resolution and closure, ensuring timely restoration of services.

- Utilize a deep understanding of ITIL principles to effectively prioritize, diagnose, and troubleshoot incidents.

- Collaborate with technical teams and stakeholders to resolve incidents efficiently, ensuring minimal business disruption.

- Document incident details clearly and concisely for future reference and knowledge sharing.

- Continuously monitor IT infrastructure for potential issues, proactively identifying and mitigating risks.

- Work effectively in a 24/7 environment with rotating shifts, including nights.

- Maintain a strong customer focus, providing timely and accurate updates to affected users.

- Foster a collaborative and supportive team environment.

Qualifications:

- University degree in Computer Science, Information Technology, or a related field (or equivalent work experience).

- Mandatory: A minimum of 3 years of experience as an Incident Manager handling incidents in a global support environment.

- Highly Preferred: Software industry experience.

- Strong understanding of the incident life cycle and ITIL principles.

- Exposure/knowledge of Change and Problem Management processes.

- Ability to make quick and sound decisions in time-sensitive situations.

- Keen eye for detail and a results-driven approach.

- Excellent analytical skills (listening, comprehension, summarizing).

- Ability to work effectively under pressure and manage stress.

- Conflict resolution skills are a plus.

- Strong customer focus and team player mentality.

- Outstanding communication skills - written and oral fluency in English is essential