About the Role:

We are seeking a highly skilled and experienced IT Incident Manager to join our dynamic team. In this critical role, you will be responsible for the end-to-end management of IT incidents, ensuring timely resolution and minimal disruption to our client's business operations. You will work closely with IT and business stakeholders, providing clear communication and proactive problem-solving. This position also involves a significant contribution to our Change Management processes, ensuring adherence to standards and successful implementation of changes.

Responsibilities:

A. Incident & Problem Management:

• Lead the management of IT incidents from initial report to final resolution, adhering to established Service Level Agreements (SLAs).
• Ensure the team follows Standard Operating Procedures (SOPs) for efficient service restoration.
• Maintain clear and consistent communication with key IT and business stakeholders, fostering collaboration and effective issue resolution.
• Serve as the primary point of contact for critical incidents impacting client business operations.
• Document incidents meticulously through comprehensive incident reports, providing regular shift turnover and recap reports to ensure continuity and transparency.
• Proactively identify, analyze, and propose improvements to incident management processes, implementing solutions with demonstrable business benefits.
• Conduct thorough critical incident debriefs and prepare detailed post-incident reports.
• Respond promptly to client needs while strictly adhering to quality management system principles and procedures.

B. Change Management:

• Oversee consistent adherence to Change Management process requirements and standards.
• Ensure change records meet all policy requirements before submission to the Change Advisory Board (CAB).
• Facilitate CAB review meetings, ensuring all changes are thoroughly reviewed and approved prior to implementation.
• Monitor the progress of changes, ensuring timely completion and adherence to plans.
• Maintain accurate categorization, risk assessment, and documentation of all infrastructure changes.
• Audit and manage the Change Management process lifecycle, reporting regularly to upper management.
• Communicate potential impacts of infrastructure changes to relevant teams, providing updates on status, progress, and any issues encountered.
• Facilitate the approval of emergency and urgent changes as needed.
• Generate weekly and monthly reports on Change Management activities.
• Provide training and education to the team on Change Management processes.

Qualifications:

• Proven experience as an IT Incident Manager, demonstrating a strong track record of success.
• Deep understanding of ITIL framework and best practices in Incident and Problem Management.
• Experience with Change Management processes and tools.
• Excellent communication, interpersonal, and stakeholder management skills.
• Strong analytical and problem-solving abilities.
• Proficiency in documentation and reporting.

Please refer to job description.