Incident Manager – IT Operations

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JOB DESCRIPTION / ROLE

Employment: Full Time

The Incident Manager plays a critical role in the IT organization by overseeing the effective management and resolution of incidents. This role is responsible for ensuring that incidents are identified, tracked, escalated, and resolved in a timely manner, minimizing their impact on business operations. The Incident Manager coordinates with cross-functional teams, communicates with stakeholders, and follows established processes and best practices to ensure the smooth restoration of services and the prevention of future incidents.

Responsibilities:
• Establish and maintain an incident management framework and processes aligned with industry best practices and organizational requirements.
• Monitor and prioritize incoming incidents, ensuring proper categorization, initial assessment, and assignment to appropriate teams for resolution.
• Act as the central point of contact for all major incidents, coordinating and facilitating the incident response activities across technical and business teams.
• Drive the incident resolution process, including tracking and documenting incidents, ensuring adherence to SLAs, and providing regular status updates to stakeholders.
• Conduct post-incident reviews (PIRs) to analyze the root cause of incidents, identify areas for improvement, and ensure implementation of preventive measures.
• Collaborate with Problem Management teams to identify recurring incidents, initiate problem investigations, and implement permanent solutions.
• Maintain and update the incident management system and knowledge base, ensuring accurate and timely recording of incidents, resolutions, and workarounds.
• Continuously assess and improve incident management processes, identifying areas for automation, streamlining, and enhancing operational efficiency.
• Provide timely and effective communication to stakeholders during incidents, including regular updates, status reports, and incident summaries.
• Attend shift basis to provide 24/7 coverage.
• Perform shift handover at the end of assigned shift.
• Stay updated with industry trends, best practices, and emerging technologies related to IT , network operations and security.

REQUIREMENTS

Education and Experience and Technical Skills:
• Bachelor's degree in Information Technology, Computer Science, or a related field. Relevant certifications (e.g., ITIL) are highly desirable.
• Proven experience in incident management or a related role within an IT environment, demonstrating a strong understanding of incident management principles and practices.
• 3+ Years of experience.
• In-depth knowledge of incident management processes, including incident categorization, prioritization, escalation, and resolution.
• Experience working with incident management tools and systems (e.g., ServiceNow, Remedy) to track, manage, and report on incidents.
• Strong problem-solving and decision-making abilities, with a focus on identifying root causes, analyzing trends, and implementing preventive measures.
• Familiarity with IT service management (ITSM) frameworks and processes, such as ITIL, and their application in incident management.

Personal Skills and Qualities:
• Strong analytical and reporting skills, with the ability to generate meaningful incident management reports and metrics.
• Exceptional communication and interpersonal skills, with the ability to effectively communicate complex technical information to both technical and non-technical stakeholders.
• Proven ability to work well under pressure, manage multiple incidents simultaneously, and prioritize tasks in a fast-paced environment.
• Continuous learning mindset.
• Skilled at evaluating options and generating solutions.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Effective Team Player.

ABOUT THE COMPANY

NETS International is a Leading Global Systems Integrator, Technology Services & Digital Solutions Provider focusing on innovative Products & Services.

NETS proven track record of operating for over 39 years & successfully delivering 1,000+ projects worth over $130m with 500+ in-house highly skilled & certified resources and a direct presence in Pakistan, UAE, KSA & UK, providing 24 / 7 / 365 turnkey support solutions across 23 countries serving Europe, Middle-East, Africa & Asia, delivering large scale projects worldwide with over 100 renowned customers across various industry verticals such as Telco, Finance, Public Sector, Education & SME's.

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