ITIL Incident Management Associate Service Lead
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Job Description
Incident Manager - Own and coordinate the end-to-end incident management process to restore business services as quickly as possible, minimize business impact, and ensure effective communication and escalation during critical incidents
Experience
• 5+ years in IT Operations, Service Management, Production Support, or Application Support.
• 2+ years managing Major/Critical Incidents in complex enterprise environments.
• Experience with tools such as ServiceNow, Jira, Confluence, Monitoring Platforms (Centreon, Dynatrace, etc.) preferred
• Experience coordinating cross-functional teams across infrastructure, applications, security, and business stakeholders.
Technical Skills
• Incident Management
• Major Incident Handling
• Problem Management
• Change Management
• SLA & KPI Management
• Monitoring and Alerting Platforms
• IT Service Management (ITSM)
• Disaster Recovery & Business Continuity awareness
Soft Skills
• Strong leadership during crisis situations
• Excellent verbal and written communication
• Stakeholder management
• Decision-making under pressure
• Conflict resolution
• Facilitation of technical and business discussions
• Strong organizational and coordination skills
Total Experience Expected: 06-08 years
Requirements
Department: Project and Product Management
Function: Information Technology
Experience Level: Associate