Job Description

Incident Management:

• Manage and prioritize complex IT service incidents
• Develop and implement incident response strategies
• Coordinate communication between technical teams and stakeholders
• Ensure incidents are logged, tracked, and resolved within agreed SLAs

Stakeholder Communication:

• Communicate incident status to management and clients
• Escalate critical incidents to appropriate levels
• Maintain clear and transparent communication channels
• Provide status updates during major service disruptions

Root Cause Analysis:

• Conduct thorough investigations of significant incidents
• Identify underlying causes of recurring problems
• Recommend and implement preventive measures
• Create detailed incident reports and documentation

Process Improvement:

• Develop and implement incident management policies and procedures.
• Collaborate with teams to streamline processes and enhance service delivery.

Performance Monitoring:

• Track and analyze incident management metrics
• Generate reports on incident trends, resolution times, and impact
• Continuously improve incident response processes
• Implement best practices in incident management

Training and Development:

• Mentor and train junior staff on incident management best practices.
• Conduct workshops to improve incident management skills across teams.

Qualifications:

Bachelors degree in computer science, Information Technology, or a related field.

Total experience 7+, however 5+ years of experience in IT service management, with a focus on incident management is required.

Strong knowledge of ITIL framework / any cloud providers like Azure or GCP and best practices.

Experience in the mortgage or financial services industry is highly preferred.

Proven ability to manage multiple priorities and work under pressure.

Skills:

Excellent problem-solving and analytical skills.

Strong communication and interpersonal skills.

Proficient in incident management tools (e.g., ServiceNow, Azure DevOps).

Familiarity with IT infrastructure and application support.

ITIL Foundation certification is mandatory.

Additional ITIL certifications (e.g., ITIL Intermediate) are a plus.