Incident Manager

We are seeking a dedicated and proactive Incident and Problem Manager to join our managed services team. This role is crucial for managing incidents and problems within the designated timezone, ensuring minimal disruption to our services, and driving continuous improvement initiatives.

Key Responsibilities:

Incident Management:

• Manage incidents as they occur within the assigned timezone.
• Lead and coordinate incident calls, ensuring effective communication internally and externally. Also to senior stakeholders (C-level).
• Serve as the tie-breaker for decision-making during incidents.
• Manage escalations and involve additional resources as necessary.
• Organize Root Cause Analysis (RCA) sessions post-incident to identify underlying issues.

Problem Management:

• Register problems identified during RCA sessions into the problem register.
• Track the resolution of problems and follow up with problem owners to ensure timely resolution.
• Periodically report on open problems per customer to senior management.

Continuous Improvement:

• Share resolutions with the wider organization and integrate them into the knowledge base.
• Drive changes to the incident and problem management processes to enhance efficiency and effectiveness.

Proactive Management:

• Initiate and lead efforts to prevent incidents from occurring.
• Identify high-risk accounts and provide them with appropriate attention and resources.
• Collaborate with delivery managers to maintain a calendar of scheduled events, such as upgrades and maintenance.

Qualifications:

• Proven experience in incident and problem management within an IT environment.
• Strong leadership and decision-making skills.
• Excellent communication and facilitation abilities.
• Ability to manage escalations and work under pressure.
• Experience with RCA and continuous improvement processes.
• Knowledge of ITIL practices and principles is preferred.
• Having an engineering background is a must, still being able to code is not.
• Fluent in English, both written and spoken.

Skills:

• Analytical and problem-solving skills.
• Proactive and detail-oriented approach.
• Strong organizational and time-management abilities.
• Ability to work collaboratively with cross-functional teams.

Join our team and play a pivotal role in ensuring the stability and reliability of our IT services. Apply now to make a significant impact on our incident and problem management processes.

Expected to be in the office at least 2x per week