IT Incident Manager

About the role

The IT Incident Manager is responsible for end‑to‑end management of IT incidents across the organization, ensuring timely response, resolution and clear communication. This role minimizes business impact of disruptions and drives continuous service improvement.

Key responsibilities

• Own and manage the full incident lifecycle in line with ITIL best practices.
• Coordinate response across technical teams, vendors and business stakeholders to restore services quickly.
• Lead major incident bridges, communicate status and escalations to senior leadership.
• Maintain accurate incident records, categorization, prioritization and reporting in the ITSM platform.
• Chair post‑incident reviews, produce reports and drive continuous improvement.

Required profile

• Bachelor’s degree in IT, Computer Science or a related field.
• ITIL Foundation certification (mandatory) and preferably ITIL Practitioner or Managing Professional.
• 4–6 years of IT Service Management experience, including at least 2 years in incident management.
• Proven experience handling major incidents in multi‑vendor environments.

Required skills

• Proficiency with ServiceNow, Jira Service Management or BMC Remedy.
• Strong understanding of IT infrastructure, cloud platforms and enterprise applications.
• Excellent written and verbal communication for technical and non‑technical audiences.