Incident manager

Responsibilities

• Manage the incident lifecycle, ensuring their tracking until resolution.
• Analyze incidents, validate priorities, and ensure compliance with the defined processes for severe and critical incidents.
• Forward incidents to the Problem Management process whenever applicable.
• Identify and involve the appropriate technical and application teams for incident resolution.
• Coordinate and facilitate technical meetings with the different teams involved in incident resolution.
• Participate in the definition, implementation, and monitoring of recovery plans for services and systems affected by incidents.
• Collaborate with Management and Operations teams in the analysis, mitigation, and continuous improvement of incident management processes.
• Produce periodic reports (monthly and annual) with IT risk indicators, incidents, and problems.
• Ensure compliance with SLAs, reporting deadlines, and escalation processes.
• Participate in the service rotation with the remaining Incident & Problem Management team.

Requirements

• Minimum of 2 years of experience in Incident Management or similar roles.
• Experience in analyzing and managing incidents, including critical and high-priority incidents.
• Knowledge of Incident Management and Problem Management processes.
• Experience in preparing reports and performance indicators (KPIs) for IT.
• Knowledge of ITSM tools.
• Experience using infrastructure and application monitoring tools.
• Good knowledge of Microsoft Excel and Power BI.
• Knowledge of Oracle and SQL.
• Ability to organize, manage priorities, and pay attention to detail.
• Good communication skills, teamwork, and coordination among different technical areas.
• Strong sense of responsibility, resilience, and focus on meeting SLAs.