Incident Manager

Work you will do

• Driving the efficiency and effectiveness of the incident and problem management process to restore normal service operation as quickly as possible to minimize the impact on business operations.

• Represent the first stage of escalation for Incidents

• Monitor the workload per Tier 1 Analyst

• Monitor the incidents to ensure that the Service Level Agreement is respected

• Managing the lifecycle of all Problems to prevent repeat incidents and to minimize the business impact

• Monitoring progress on the resolution of known errors and advising incident management staff on the best available workaround for incidents

• Coordinating with all stakeholders for overall Incident and recovery process (i.e. 3rd parties vendors, application Architecture, application owner and related technical service teams)

• Developing & keeping update the Knowledge Base (KB) with new or updated known errors and workarounds

• Producing management reports and maintaining process and procedures

• Monitoring & follow up change and Service request process

Let us Talk About You
If you are someone with:

• Bachelor/ Master’s degree in computer related field

• At least 3 - 5 years’ experience in Incident Management.

• Good English communication skills (written and oral)

• Strong analytical and Problem-Solving skills.

• Very good understanding of Incident Management, Problem Management and Change Management processes

• Strong interpersonal and teamwork oriented

• Being flexible and open to regular changes

• Desire to continue learning and improving