Senior Manager

The Incident Manager will play a crucial role in our Technology Service Management department, overseeing incident management processes and driving continuous improvement. This role requires a self-driven individual with extensive experience in service management, particularly in a 24/7 shift environment. The successful candidate will have a strong understanding of ITIL processes and a proven track record in incident management, especially in high-availability settings.

• Manage incidents in a 24/7 shift, ensuring timely resolution within defined SLAs.
• Act as the primary point of contact for incidents, prioritizing and coordinating resolution efforts.
• Proactively identify issues and collaborate with Command Center and other ITIL teams.
• Maintain data quality, document events, and provide clear communication to stakeholders.
• Ensure effective knowledge sharing and quality handovers within the team.
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