ITSM Incident Manager

Job Description

Description

Key Responsibilities

Incident Management (Primary Focus)

• Participate in major incident response as part of an on-call rotation, ensuring timely coordination and clear communication with stakeholders.
• Assist in prioritizing and escalating incidents based on severity and business impact.
• Facilitate troubleshooting and resolution efforts during assigned incidents.
• Maintain accurate incident records in ITSM tools (e.g., Jira Service Management) and support compliance with SLAs.
• Share updates through established communication channels (Statuspage, Teams, etc.).
• Participate in Post-Incident Reviews (PIR), helping document root cause analysis and identify improvement actions.
  
  

• Work with ITSM leadership and peers to identify process gaps and propose enhancements for incident handling.
• Support initiatives that improve efficiency and consistency across ITIL practices, including Change, Problem, and Service Level Management.
  
  

• Assist Problem Managers with root cause analysis and long-term remediation planning when needed.
• Ensure linkage between incidents and problems for accurate trend analysis and reporting.
  
  

• Strong knowledge of ITIL v4 practices, especially Incident and Problem Management.
• Experience in incident coordination within enterprise environments.
• Excellent communication and stakeholder management skills under pressure.
• Familiarity with ITSM tools (e.g., Jira Service Management, Opsgenie) and monitoring platforms.
• Ability to work effectively in a team and contribute to resolution efforts in high-stakes scenarios.
  
  

• ITIL Foundation or higher certification.
• Experience with automation and reporting in ITSM platforms.
• Exposure to cloud environments and modern DevOps practices.
  
  

• Contribution to timely incident resolution and SLA adherence.
• Quality and clarity of communication during incidents.
• Participation in CSI initiatives and reduction of recurring incidents.