Incident Manager II

This is a fully remote position, open to applicants in India.

📋 Description

• Execute activities related to Incident Service Restoration.

• Oversee, facilitate, and guide participants during virtual conferences and technical bridges focused on incident resolution.

• Generate organized incident information for Service Owners, business units, and senior IT management.

• Serve as the primary point of contact for escalations concerning critical P1 and P2 incidents.

• Coordinate and follow up on Root Cause Analysis and Problem Management initiatives.

• Assess and manage priority and risk evaluations for critical incidents.

• Monitor the performance of the critical incident management team and identify opportunities for continuous improvement.

• Analyze performance trends within IT groups and provide actionable insights to reduce the occurrence of critical incidents.

• Collaborate with Client Service Managers and IT Service Owners to enhance resolution effectiveness.

• Provide timely status updates to IT and business leaders.

• Drive investigations and resolutions for recurring incidents and service disruptions.

• Facilitate Root Cause Analysis sessions, document findings, and track corrective and preventive actions until closure.

• Manage the planning, assessment, approval, implementation, and review of IT infrastructure and application changes in accordance with ITIL standards.

• Organize and lead Change Advisory Board (CAB) and emergency CAB (eCAB) meetings.

• Assess business, operational, and technical risks related to changes and implement appropriate mitigation strategies.

• Analyze trends in incidents, problems, and changes for process optimization, automation, and enhancements in service reliability.

• Ensure compliance with organizational policies, regulatory standards, audit controls, and ITSM governance frameworks.

• Develop and maintain dashboards and reports that reflect metrics related to change, problem, and incident management.

• Coordinate problem resolution and change implementation with service delivery managers, technical teams, vendors, and business stakeholders.

• Maintain accurate records for problems, known errors, changes, procedures, and process documentation.

⛳️ Requirements

• A minimum of 7-8 years of experience leading Incident Management in complex technological settings.

• ITIL V4 Foundation certification is required.

• Extensive experience in ITIL process management.

• Previous experience in a critical incident support organization.

• Strong problem-solving capabilities and a sense of urgency.

• Excellent verbal and written communication abilities.

• Proficiency in articulating the business impact of incidents to senior management.

• Ability to thrive in a multicultural team environment.

• Strong technical expertise in one or more IT domains, including networking, data centers, cybersecurity, ERP/SAP, enterprise risk management, or enterprise data warehousing.

• Willingness to work rotating shifts that cover 24/7 operations.

• ITIL V4 Expert certification, Six Sigma certification, ITIL v4 Managing Professional certification, and experience with ServiceNow or other ITSM platforms are desirable qualifications.

• Expertise in Problem, Change, Incident, and Major Incident Management.

• Strong capabilities in stakeholder management, analysis, risk assessment, and decision-making.

• Experience managing CABs in complex enterprise environments.

🏝️ Benefits

• Equal employment opportunity regardless of protected characteristics.

• Accommodation support for individuals with disabilities or special needs.

• A multicultural work environment.

• Opportunity to collaborate with world-class talent.

• Continuous learning and exposure to leading cloud, application, data, and security technologies.