Incident Manager

Primehr is Hiring for one of its Leading Clients.

Position: Incident Manager
Location: Remote WORK FROM HOME
Contract duration- 6 Months

Job Purpose:
The Incident Manager is responsible for managing the end-to-end Incident Management process, ensuring the timely restoration of IT services and minimizing business impact caused by service disruptions. The role leads Major Incident Management, coordinates cross-functional technical teams, manages escalations and stakeholder communications, ensures SLA compliance, and drives Root Cause Analysis and continuous improvement in line with ITIL best practices.

Key Responsibilities:
1- Own and manage the complete Incident Management lifecycle, from incident detection and logging through resolution and closure.
2- Lead and coordinate Major and Critical Incidents to ensure rapid restoration of IT services.
3- Ensure incidents are properly categorized, prioritized, assigned, escalated, and resolved within agreed SLAs.
4- Chair and facilitate Major Incident bridge calls, war rooms, and coordination meetings.
5- Coordinate with Infrastructure, Network, Application, Cloud, Security, Database, Service Desk, and other technical teams.
6- Provide timely and accurate updates to business stakeholders, senior management, customers, and technical teams.
7- Coordinate with external vendors and service providers when required.
Conduct Post-Incident Reviews (PIRs) and facilitate Root Cause Analysis (RCA) for major and recurring incidents.
8- Monitor incident trends, SLA performance, MTTR/MTRS, and other operational KPIs.
9- Prepare incident reports, dashboards, management reports, and executive summaries.
10- Ensure compliance with ITIL, Incident Management policies, SLAs, and ITSM governance requirements.

Requirements:
1- Bachelor’s Degree in Information Technology, Computer Science, Engineering, or a related field.
2- Minimum 5+ years of experience in Incident Management, IT Operations, IT Service Management, or Service Operations.
3- Strong knowledge of ITIL Incident Management and IT Service Management practices.
4- ITIL Foundation certification preferred/required; ITIL Intermediate or Managing Professional is an advantage.
5- Hands-on experience with ITSM tools such as ServiceNow, BMC Remedy, Jira Service Management, or similar platforms.
6- Strong experience in SLA/KPI management, escalation management, stakeholder communication, and RCA.

Interested candidates may send their updated resume to [email protected] or contact 0300-8294825

Pay: Rs450,000.00 - Rs550,000.00 per month

Work Location: Remote