Incident Manager

As the Incident Management Lead, you will play a crucial role in overseeing the entire incident management lifecycle. Your responsibilities will include identifying, logging, prioritizing, and resolving IT incidents in a timely manner. You will be required to coordinate and guide cross-functional teams, such as technical support and IT operations, during incident response efforts. Additionally, you will need to pinpoint root causes of incidents and implement corrective and preventive measures to prevent future occurrences. Documentation of incidents, response actions, and outcomes for analysis and compliance purposes will be a key aspect of your role. Effective communication with stakeholders and upper management to provide regular updates on incident status and impact is vital. Analyzing incident trends and collaborating on continuous improvement initiatives to enhance incident management processes and IT service reliability will also be part of your responsibilities. Managing resource allocation during incidents, balancing workloads, and rescheduling tasks as needed to maintain operational efficiency will be crucial. Ensuring adherence to company policies, legal requirements, and ITIL best practices throughout the incident management process is essential. Key Responsibilities: - Lead and oversee the entire incident management lifecycle - Coordinate and guide cross-functional teams during incident response efforts - Identify root causes of incidents and implement corrective and preventive measures - Maintain comprehensive documentation of incidents, response actions, and outcomes - Communicate effectively with stakeholders and upper management - Analyze incident trends and collaborate on continuous improvement initiatives - Manage resource allocation during incidents for operational efficiency - Ensure adherence to company policies, legal requirements, and ITIL best practices Qualifications Required: - Proven experience in incident management or a related field - Strong understanding of IT operations and technical support processes - Excellent communication and stakeholder management skills - Analytical mindset with the ability to identify trends and drive process improvements - Knowledge of ITIL best practices and compliance requirements,