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IT Incident Manager

Salary undisclosed

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The Responsibilities of the Role:

  • Always on top of any major incident and oversee the entire process from detection to resolution.
  • Facilitate bridge calls with relevant teams during major incidents and potential critical issues.
  • Maintains quality handling of Jira tickets, from creation to closure.
  • Constant follow up on open tickets as necessary.
  • Facilitate the PIR or Post Incident Review and write the Incident Report.
  • Awareness on any production activities and understand the impact of all project deployment and change implementation on both technical and business KPIs.
  • Engage leads and managers in constantly driving continuous improvement on their teams.
  • Work closely with Application Support to quickly identify issues that need to be escalated to the development or technical teams.
  • Ensure concise and accurate incident advisories are sent on time.
  • Ensure timely updates to the Senior Management about the progress of the major incidents.
  • Maintain Global Maintenance Policies in Coordination with the Change implementation team in the Event Management System to suppress alerts during scheduled or emergency maintenance.
  • Recommend or work with managers and leads to create, update or maintain Alert Policy or Rules in Event Management System depending on the integration and their triggers/priorities.
  • Coordination of major and minor incident investigations using JIRA
  • Service Management and different ticketing platforms of provider partners.
  • Provide proper handover about the issues and activities that the next shift needs to be aware of.
  • Enforcement of Code of Conduct perform administrative duties of Team Lead

The Requirements of the Role:

  • Bachelor’s degree in computer science or any related technical field.
  • Relevant experience in Incident Management, Change and Problem Management Process
  • Experienced in ITIL methodologies, end-to-end support and/or related practice. Background in communication tools and platforms i.e. Slack, Statuspage, Skype and others
  • Experience working with event management systems and network/infrastructure/application monitoring tools.
  • Be highly proactive, self-motivated, and able to work on own initiative, and independently
  • Ability to manage a challenging workload, whilst working quickly and precisely under pressure
  • Exceptional business communication skill in speaking and writing
  • Able to work in a fast-paced multi-cultural environment
  • Possess people management and organizational skills
  • Critical thinker and provide sound judgment in every situation

The Package:

  • Attractive Basic Salary
  • Performance related bonus for confirmed staff.
  • Annual Leave 15 days.
  • Medical Leave 14 days.
  • Medical and hospitalization coverage.