Incident Response Manager

Description

Our client is looking for an experienced Incident Response Manager to take charge of managing critical IT incidents, ensuring timely resolution, and minimizing business disruptions. This role requires a skilled professional who can oversee the end-to-end incident lifecycle, including response coordination, communication with stakeholders, root cause analysis, and process improvement. The ideal candidate will have a strong technical foundation in IT infrastructure and applications, exceptional problem-solving abilities, and a proven ability to stay calm and focused under pressure. They will also be responsible for refining incident management processes, maintaining compliance with organizational and regulatory standards, and fostering collaboration across technical teams, business units, and vendors. Expertise in incident management tools such as ServiceNow or PagerDuty, along with ITIL certification, is highly preferred. If you're seeking a dynamic and impactful role that ensures the reliability of IT systems for a thriving organization, this is an excellent opportunity to make a difference in an evolving environment.

Requirements

Based on the job description you provided, here are the job requirements for the Incident Manager role:

Job Requirements:

Experience and Expertise:

• Proven experience as an Incident Manager or in a similar role within IT operations.
• Strong technical background in IT infrastructure and applications, with a focus on troubleshooting and incident resolution.
• Familiarity with incident management processes and the ability to oversee the entire incident lifecycle.

Problem-Solving and Analytical Skills:

• Exceptional problem-solving skills, with the ability to analyze complex issues and make critical decisions under pressure.
• Ability to lead root cause analysis (RCA) efforts and drive long-term resolutions to recurring incidents.

Communication and Coordination:

• Strong communication skills, both written and verbal, with the ability to effectively coordinate with stakeholders, technical teams, vendors, and business units.
• Proven ability to maintain clear, concise communication during high-stress situations.

Process Improvement and Compliance:

• Experience in refining incident management processes and implementing best practices.
• Knowledge of and ability to maintain compliance with organizational and regulatory standards related to IT operations and incident management.

Tools and Technologies:

• Expertise in incident management tools such as ServiceNow, PagerDuty, or similar platforms.
• Familiarity with ITIL (Information Technology Infrastructure Library) processes and methodologies.

Certifications:

• ITIL certification (preferably ITIL v3 or ITIL 4) is highly preferred.
• Additional relevant certifications in IT operations or incident management are a plus.

Behavioral Skills:

• Ability to stay calm, focused, and make clear decisions in high-pressure situations.
• Strong interpersonal skills with the ability to collaborate effectively across teams, including technical staff, business units, and external vendors.

Education:

• A degree in Information Technology, Computer Science, or a related field is preferred but not mandatory, depending on experience.

Additional Skills:

• Ability to proactively identify opportunities for continuous improvement in incident management processes and reduce the likelihood of future incidents.
• Strong organizational skills with the ability to manage multiple incidents simultaneously without losing focus.

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