Incident Manager

Growth through diversity, equity, and inclusion. As an ethical business, we do what is right — including ensuring equal opportunities and fostering a safe, respectful workplace for each of us. We believe diversity fuels both personal and business growth. We're committed to building an inclusive community where all our people thrive regardless of their backgrounds, identities, or other personal characteristics.

What You'll Be Doing:

•  Oversee end-to-end incident management operations across the organization.  Act as the primary liaison with project leads to drive timely resolution of major incidents, ensuring compliance with SLA and OLA commitments. 

• Coordinate cross-functional technical teams to rapidly identify, troubleshoot, and resolve incidents. 

• Ensure all incidents are properly logged, categorized, prioritized, and tracked within the ITSM tool. 

• Continuously monitor incident progress and escalate when necessary to restore services as quickly as possible. 

• Define, standardize, and continuously improve Incident Management processes, including the development of dashboards for end-to-end ticket visibility. 

• Prepare and deliver incident reports, trend analysis, and operational insights within the defined scope. 

• Serve as the central incident coordinator, actively driving resolution efforts during major incidents. 

• Provide timely, accurate, and consistent communications to internal teams, leadership, and customers. 

• Lead incident bridge calls, war rooms, and crisis management meetings. 

• Deliver regular incident updates, executive summaries, and post-resolution briefings. 

• Facilitate and coordinate with Service Level Management (SLM) on Root Cause Analysis (RCA), ensuring outcomes are actionable and measurable. 

• Track and follow up on corrective and preventive actions to prevent incident recurrence. 

• Maintain comprehensive lessons learned documentation and drive continuous improvement initiatives.

• Partner with SLM to analyze incident trends and performance metrics to identify areas for optimization. 

• Recommend enhancements to processes, workflows, monitoring tools, and support practices. 

• Collaborate closely with Problem Management and Change Management teams to ensure holistic service improvement. 

• Ensure full compliance with ITIL best practices and organizational policies. 

• Maintain and enhance Incident Management documentation, standards, and procedures. 

• Conduct periodic audits and reviews to ensure process adherence and quality standards.  

What We're Looking For:

Offer