Incident Manager

Description

We are seeking an experienced Incident Manager to join our team in Southeast Asia. The ideal candidate will have a proven track record in managing incidents within a fast-paced IT environment, ensuring that incidents are resolved quickly and efficiently while minimizing impact on business operations.

Responsibilities

• Monitor and manage incident response processes, ensuring timely resolution of incidents.
• Coordinate with cross-functional teams to identify and resolve incidents efficiently.
• Maintain incident logs and generate reports on incident trends and performance metrics.
• Act as a point of contact for escalated incidents and communicate status updates to stakeholders.
• Facilitate root cause analysis for major incidents and implement corrective actions to prevent recurrence.
• Develop and maintain incident management documentation and procedures.
• Train and mentor junior staff on incident management best practices.

Skills and Qualifications

• 8-18 years of experience in incident management or IT service management roles.
• Strong understanding of ITIL framework and incident management processes.
• Proficiency in incident management tools such as ServiceNow, JIRA, or similar platforms.
• Excellent problem-solving skills and ability to work under pressure.
• Strong communication and interpersonal skills to liaise with technical and non-technical stakeholders.
• Ability to analyze data and generate reports for management review.
• Experience in coordinating with technical teams to resolve incidents.