On-site - Incident Manager

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The Service Manager has a daily operations responsibility to run and manage the processes execution (i.e. Incident, Change, Problem Management and Capacity Management).

Ensure delivery teams are aware of all the processes, procedures and available documentation.

Participate to internal delivery reviews and meetings, drives delivery toward excellence and proactivity.

Communication

Interfacing with the client IT Leadership and VIP community members.

Interfacing with Customer counterparts (Process owners, Service Management Function).

Communicate service status and issues to Client IT Leadership.

Incident Management

Manage the incident lifecycle, including detection, logging, classification, prioritization, investigation, resolution, and closure of incidents.

o Coordinate with IT teams and service desk to ensure timely resolution of incidents and minimize downtime.

o Escalate incidents as necessary according to established escalation processes.

o Communicate incident status, impact, and resolution progress to stakeholders, including users and management.

o Conduct post-incident reviews to identify root causes and ensure continuous improvement in incident management processes.

o Maintain and update the incident management process documentation and ensure compliance with ITIL or other relevant frameworks.

o Develop and deliver training on incident management processes and tools to IT staff.

o Collaborate with Problem and Change Managers to ensure seamless coordination between incident, problem, and change management processes.

Skills & Requirements

o Expertise in incident management and coordination.

o Strong analytical and problem-solving skills.

o Excellent communication and interpersonal skills.

o Ability to work under pressure and manage high-stress situations.

o Strong organizational and multitasking skills.