Incident Manager

Job Description

As an Incident Manager, your day-to-day responsibilities will include swiftly responding to and resolving IT disruptions to minimize downtime and user impact. You will use ServiceNow to register and track all incidents or events reported by users. In the realm of problem management, you will proactively identify and address the root cause of incidents to prevent recurrences and enhance service stability, utilizing RCA reports to ensure KBA identification, workaround development, long-term solution implementation, and impact documentation. In change management, you will implement changes to IT systems and services in a controlled manner, ensuring smooth transitions and minimizing disruptions. You will also validate hyper-care for transition approval to sustain operations. For disaster recovery, you will develop and maintain DR plans to ensure business continuity in the event of unexpected disruptions, executing at least one DR exercise per year. Additionally, you will safeguard our systems and data through robust security policies and incident response protocols, keeping track of certificates, domains, and license due dates for renewals. Lastly, you will be responsible for drawing trends within incidents and implementing optimization and efficiency efforts around incident management processes.

Qualifications

• 5+ years of experience as an incident manager
• Experience identifying and resolving incident, change, and problem management in Service Now
• Experience with daily operational incident tickets (not major incidents)
• Experience with security licenses and domains
• ServiceNow experience for managing tickets

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