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 perform administrative duties of Team Lead

The Requirements of the Role :

The Package :