Incident Manager

As a Critical Incident Manager, we will be looking for you to play a pivotal role in managing and owning Critical Incidents through to resolution across one of our largest global retail customers estate. The Critical Incident Manager role is to restore normal service operation as quickly as possible and minimize any adverse effect on our key critical business applications and our customer s business operation within an ITIL framework.

Required Qualifications

• Diploma or equivalent work experience required.


• Minimum of 4-6 years of relevant experience or equivalent combination of education and experience in Incident Management.


• Good business English skills (Written and spoken).

• Provides Incident Management support for more complex customers / services.


• Serves as a contact point for customers in the context of specific services and escalation management.


• Proactively notifies customers and internal stakeholders of potential issues impacting service performance; provides regular status updates as required.


• Coordinates service resolution engagement work across internal, supplier and other parties.


• Manages resolution of ticket-specific service delivery issues.


• Performs root cause analysis of recurring issues and proposes specific get well plans to achieve sustainable resolution.


• Verifies debriefing of calls and collects / records missing information.


• Post processes incorrect or incomplete debriefed calls, informing all stakeholders of remedial actions to prevent similar concerns in future.


• Recommends and supports implementation of service optimization / improvements.