Incident Manager

Overview

Incumbent role focused on incident management with ITIL alignment, coordinating Major Incidents and driving continuous improvement across tools, processes, and communications.

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 KPIs, providing regular reporting and recommending process improvements.
• Maintain accurate 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

Benefits

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. With 7000+ employees in 27 countries, we help 10,000+ clients globally create sustainable outcomes through technology. Adjustments and support are available to create an accessible application process; please let us know if you need accommodations.

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