Incident Manager

About the role

This is a hybrid position requiring an on-site presence 3 to 4 days per week. Please note that the number of days on-site can increase based on business needs.

Responsibilities

• Lead, own and drive incident management bridge calls and chats with support teams, application development teams, infrastructure teams' business teams, and senior leadership with the purpose of remediating major incidents.
• Establishing strong command and control of an incident, establishing clear accountability/ownership and methodical evaluation of complex issue scenarios.
• Applying technical/environmental knowledge and experience to develop and drive appropriate tasks, forming paths to resolution.
• Effectively verbalize, document, communicate and facilitate the identification, handling, status reporting, solution options and alternatives, change implementation of various incidents and problems reactively and proactively identified in the IT environment, and effectively bring them to resolution and/or closure.
• Understand the Service Levels, determine the criticality of incidents, ensure incidents are addressed within agreed SLAs by the service owners, and taking follow-up actions until incidents are resolved.
• Ensure the correct resources are working on the resolution of major incidents appropriate to the severity and identify when escalation is required and trigger such escalation accordingly.
• Work closely with Service Owners to deliver a clear, concise picture of incidents and the short-term remediation applied; ensure problem prevention methods and mitigation strategies are continually applied to improve application availability and make recommendations on long-term solutions.
• Effectively document analysis, business cases, solution strategies, incident and problem tracking, processes, procedures, and knowledge articles associated with implementing fixes and solutions to existing or predicted IT incidents and problems.
• Facilitate analysis and review meetings and provide recommendations to service owners and platform owners to improve practices, service availability and IT services.
• Build and maintain an intermediate level of understanding of the industry, business, internal processes and products, and apply this knowledge to incidents as they are reported to determine best course of action.
• Work with Support Knowledge Managers to build the team knowledge database.
• Work as part of a global team, providing 24 x coverage on a rotating basis on weekdays and weekends.
• Maintains an analytical perspective during a crisis and supports crisis resolution.
• Holds self and others accountable for measurable high-quality, timely, and cost-effective results.
• Takes ownership of and is accountable for one or more complex products, features, components, or solutions and associated performance metrics.
• Ensures team level decisions align with priorities and strategic agenda for project/product.
• Leverages budget and other financial information to support staffing and business planning efforts.
• Identifies risks and their potential outcomes and proposes possible solutions to meet business objectives.
• Fosters an inclusive workplace where diversity and individual differences are valued.
• Presents results and/or demos with appropriate complexity for different audiences.

Educational requirements

• Bachelor's degree in computer science, information technology or equivalent
• ITIL Foundations certification recommended. Higher ITIL certifications will be an added advantage

Skills and Experience

• 5+ years of experience in IT Support handling emails, incidents and phone calls supporting technology products.
• 3+ years of experience in playing the role of an Incident Manager and/or leading a support team.
• Superior English language and communication skills - both written and verbal.
• Skills with the ability to articulate technical solutions for both technical and non-technical audiences.
• Highly motivated, self-directed and responsible contributor.
• Ability to direct cross-functional resources through incident life cycle
• Technical knowledge and experience working with Windows/Linux environments, Cloud environments, SQL, Active Directory, Scripting, etc.
• Network troubleshooting knowledge including LAN/WAN, DHCP, TCP/IP, Firewalls, and Routing Cloud Services/Platforms
• Monitoring tools such as Dynatrace, New Relic, DataDog, Nagios and Splunk