IT Incident Manager

The Responsibilities of the Role:

• Always on top of any major incident and oversee the entire process from detection to resolution.
• Facilitate bridge calls with relevant teams during major incidents and potential critical issues.
• Maintains quality handling of Jira tickets, from creation to closure.
• Constant follow up on open tickets as necessary.
• Facilitate the PIR or Post Incident Review and write the Incident Report.
• Awareness on any production activities and understand the impact of all project deployment and change implementation on both technical and business KPIs.
• Engage leads and managers in constantly driving continuous improvement on their teams.
• Work closely with Application Support to quickly identify issues that need to be escalated to the development or technical teams.
• Ensure concise and accurate incident advisories are sent on time.
• Ensure timely updates to the Senior Management about the progress of the major incidents.
• Maintain Global Maintenance Policies in Coordination with the Change implementation team in the Event Management System to suppress alerts during scheduled or emergency maintenance.
• Recommend or work with managers and leads to create, update or maintain Alert Policy or Rules in Event Management System depending on the integration and their triggers/priorities.
• Coordination of major and minor incident investigations using JIRA.
• Service Management and different ticketing platforms of provider partners.
• Provide proper handover about the issues and activities that the next shift needs to be aware of.
• Enforcement of Code of Conduct and perform administrative duties of Team Lead.

The Requirements of the Role:

• Bachelor’s degree in computer science or any related technical field.
• Relevant experience in Incident Management, Change and Problem Management Process.
• Experienced in ITIL methodologies, end-to-end support and/or related practice. Background in communication tools and platforms i.e. Slack, Statuspage, Skype and others.
• Experience working with event management systems and network/infrastructure/application monitoring tools.
• Be highly proactive, self-motivated, and able to work on own initiative, and independently.
• Ability to manage a challenging workload, whilst working quickly and precisely under pressure.
• Exceptional business communication skill in speaking and writing.
• Able to work in a fast-paced multi-cultural environment.
• Possess people management and organizational skills.
• Critical thinker and provide sound judgment in every situation.

The Package:

• Attractive Basic Salary.
• Performance related bonus for confirmed staff.
• Annual Leave 15 days.
• Medical Leave 14 days.
• Medical and hospitalization coverage.