Global Incident Manager

As an Incident Manager at TMF Group, you will play a crucial role in ensuring the swift recovery and resolution of incidents by involving the right technical and business stakeholders in bridge or war room calls. Your responsibilities will include facilitating timely and quality updates/ incident communication to Technology Operations and business stakeholders, scheduling follow-up meetings for technical restoration and business updates, and establishing escalation processes for quick incident recovery. You will be responsible for ensuring Major Incident restoration/resolution within the service level agreement, initiating and managing the problem management process, and owning the Root Cause Analysis (RCA). Monitoring and reporting on performance metrics and SLAs, acting as the key contact point for incident-related topics in Service Operations, and driving Problem Management KPIs will also be part of your role. To be successful in this position, you should have at least 9 years of experience in Professional Services, Financial Services, or BPO industries, with a strong background in managing complex IT services on a regional or global basis. Additionally, experience in working in a global matrix environment, ITIL certification, and a track record of managing client relationships effectively are key requirements. You should possess a passion for driving results, a deep understanding of balancing business and technological requirements, and the ability to work in a multi-cultural and demanding team environment. Strong emotional intelligence, customer orientation, and program management skills are also essential for this role. At TMF Group, you will have the opportunity for career development, working on challenging projects with colleagues and clients worldwide, and benefiting from continuous learning opportunities through the TMF Business Academy. You will also contribute to making the world a simpler place to do business through our corporate social responsibility program and be part of a supportive environment that values feedback and encourages growth. In addition to a competitive salary, TMF Group offers various benefits such as anniversary & birthday leave policy, paternity & adoption leaves, work flexibility in a hybrid model, and well-being initiatives. Join us at TMF Group, where our inclusive work environment and proactive team members create a culture of entrepreneurship, enthusiasm, and accountability. We look forward to welcoming you to our team!,