Incident Manager

Responsibilities

• Own and manage the end-to-end Incident Management process in accordance with ITIL best practices.
• Lead and coordinate the response to all Priority 1 and Priority 2 Major Incidents, ensuring timely resolution and minimal business disruption.
• Act as the primary escalation point for major incidents across internal IT teams, third-party vendors, and business stakeholders.
• Assess and communicate the business and technical impact of major incidents to inform prioritisation and response strategies.
• Ensure timely and clear communication of incident status, progress updates, and resolution outcomes to all stakeholders, including executive leadership.
• Facilitate Major Incident Review meetings and Post-Incident Reviews (PIRs), identifying root causes and tracking corrective actions through to completion.
• Collaborate with Problem and Change Managers to support root cause analysis and prevent recurrence of major incidents.
• Monitor incident trends and key performance indicators (KPIs), providing regular reporting and recommending process improvements.
• Maintain accurate and detailed incident records in ServiceNow, ensuring data quality for reporting and analysis.
• Develop and maintain communication templates, escalation procedures, and incident response playbooks.
• Promote awareness and adherence to the incident management process across IT and business units through training and stakeholder engagement.
• Drive continuous improvement in the Major Incident Management process, including tools, workflows, and coordination models.
• Support crisis management efforts when required, including integration with business continuity and disaster recovery procedures.
• Ensure all incident response activities align with relevant compliance, privacy, and security requirements.
• Participate in an on-call roster to provide 24 / 7 incident management coverage, including after-hours support and escalation as needed.
• Other duties as required.

What you will bring

Nice to have’s

Benefits

As a valued member of Logicalis Asia Pacific MSC you will enjoy several benefits, such as;

Do I need to meet all the requirements to apply?

No. Studies by several different sources have shown that, on average, men will apply for a job if they meet 60% of the requirements. In contrast, women, non-binary, and neurodivergent people aim for closer to 90%! Please don’t let us miss out on everything you have to offer just because there is some upskilling to do. We can teach the specifics of the job. What we can’t teach is Character – ie Confidence, Capability, Curiosity.

About us

We are Logicalis, Architects of Change™. We assist organizations in succeeding in a digital-first world by harnessing our collective technology expertise. Our lifecycle services, including cloud, connectivity, collaboration, and security, optimize operations, reduce risk, and empower employees. As a global tech service provider, we also deliver managed services to provide real-time visibility and insights across clients' digital ecosystems. With 7000+ employees in 27 countries, we help 10,000+ clients globally create sustainable outcomes through technology.

For people living with disabilities or neurodiversity; adjustments and support will be made available to create a more comfortably aligned application process. If you need any specific accommodations (tools, time, etc.), and feel comfortable disclosing this, please let us know and we’ll be glad to facilitate.

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