Job Details of Incident Manager

Job description

About the Role:

We are searching for an experienced and resourceful Incident Manager to join our team. In this critical role, you will leverage your Managed Service Operations (MSO) expertise to lead our incident response efforts. You will be responsible for overseeing the entire incident lifecycle for our diverse client base, ensuring minimal downtime and a seamless user experience.

Responsibilities:

• Oversee the incident management process for our MSP clients, adhering to established service level agreements (SLAs).
• Respond to a high volume of reported incidents from various client environments, identifying root causes and initiating the appropriate response protocols.
• Prioritize incidents based on urgency, business impact, and potential service disruption across multiple clients.
• Develop and maintain comprehensive incident response plans tailored to specific client needs, including security threats, application failures, and infrastructure issues.
• Collaborate effectively with internal teams (engineers, network specialists) and external vendors to troubleshoot and resolve complex client incidents.
• Utilize your in-depth knowledge of MSO ticketing systems to efficiently document and track all incidents and their resolutions.
• Analyze incident trends to identify recurring issues and proactively implement preventative measures to minimize future occurrences.
• Continuously improve the incident management process for optimal efficiency and client satisfaction.
• Communicate clearly and concisely with clients regarding incident status, resolution timelines, and mitigation efforts.

Requirements:

• Bachelor's degree in information technology, engineering, or a related field.
• At least 3 - 7 years’ experience working in IT service management, or a similar role.
• Strong knowledge of IT service management software including ITIL and COBIT.
• Experience working with IT systems and software such as Manage Engine, SolarWinds, Zabbix, and Nagios XI, OEM tools
• Excellent managerial skills and ability to collaborate with team members.
• Ability to analyze a high volume of technical data and work in a fast-paced environment.
• Strong problem solving, analytical, and time management skills.

How To Apply

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