Incident Manager
About this position
Responsibilities
• Driving the efficiency and effectiveness of the incident and problem management process to restore normal service operation as quickly as possible to minimize the impact on business operations.
• Represent the first stage of escalation for Incidents.
• Monitor the workload per Tier 1 Analyst.
• Monitor the incidents to ensure that the Service Level Agreement is respected.
• Managing the lifecycle of all Problems to prevent repeat incidents and to minimize the business impact.
• Monitoring progress on the resolution of known errors and advising incident management staff on the best available workaround for incidents.
• Coordinating with all stakeholders for overall Incident and recovery process (i.e. 3rd parties vendors, application Architecture, application owner and related technical service teams).
• Developing & keeping update the Knowledge Base (KB) with new or updated known errors and workarounds.
• Producing management reports and maintaining process and procedures.
• Monitoring & follow up change and Service request process.
Requirements
• Bachelor/ Master’s degree in computer related field.
• At least 3 - 5 years’ experience in Incident Management.
• Good English communication skills (written and oral).
• Strong analytical and Problem-Solving skills.
• Very good understanding of Incident Management, Problem Management and Change Management processes.
• Strong interpersonal and teamwork oriented.
• Being flexible and open to regular changes.
• Desire to continue learning and improving.