IT Incident Manager – Service Management

About the role

We are looking for an experienced IT Incident Manager to own the full incident lifecycle, from detection to resolution, following ITIL best practices. You will work closely with technical teams, vendors, and business stakeholders to ensure rapid service restoration and continuous improvement.

Key responsibilities

• Manage the end‑to‑end incident process, including detection, logging, categorisation, prioritisation, resolution and closure.
• Coordinate incident response across technical teams, vendors and business units.
• Lead Major Incident Management bridges, communicate status updates and drive escalations.
• Chair post‑incident review meetings and produce incident reports for leadership.
• Maintain and improve incident management playbooks, runbooks and escalation matrices.
• Track incident trends, generate KPI dashboards and SLA performance reports.
• Collaborate with Problem Management to eliminate recurring incidents.
• Ensure compliance with organisational policies, regulatory requirements and audit expectations.

Required profile

• Bachelor’s degree in Information Technology, Computer Science or a related field, or equivalent experience.
• 4–6 years of experience in IT Service Management, with at least 2 years in an Incident Management role.
• ITIL Foundation certification mandatory; ITIL Practitioner or Managing Professional preferred.
• Proven experience handling major incidents in complex, multi‑vendor environments.

Required skills

• ServiceNow
• Jira Service Management
• BMC Remedy
• ITIL Foundation (v3 or v4)
• ITIL Practitioner or Managing Professional (preferred)