Incident Management

What's the Job?

Manage the entire incident lifecycle in accordance with ITIL best practices. Lead the Major Incident Management process, ensuring rapid triage, escalation, and resolution during high-priority outages. Coordinate cross-functional technical and security teams during critical incident bridge calls. Log, categorize, and prioritize incidents within the ITSM toolset, maintaining comprehensive documentation. Communicate incident status, mitigation steps, and business impact effectively to stakeholders.

What's Needed?

• 2-5 years of experience in IT operations or service management, with a focus on incident response
• Understanding and practical application of ITIL Incident Management processes, including Major Incident Management
• Hands-on experience working within a fast-paced, 24x7 IT environment
• Proficiency with enterprise ITSM tools such as ServiceNow
• Bachelor’s Degree from an accredited institution or equivalent practical experience