The Incident Manager is a critical role within the IT operations team, responsible for overseeing the end-to-end management of incidents that disrupt or threaten the normal operations of IT services.
The primary objective of this role is to restore service operations as quickly as possible, minimizing the impact on business operations and ensuring the highest possible level of service quality and availability.
This position requires a proactive »vyking« who can coordinate and manage the response to incidents, ensuring that all necessary resources are mobilized, communication is clear and consistent, and resolution is achieved within agreed time limits.
The Incident Manager acts as a bridge between technical teams, senior management, and other stakeholders, providing regular updates and ensuring transparency throughout the incident lifecycle.
The person is expected to conduct thorough post-incident reviews, identify root causes, and work with relevant teams to implement corrective actions that prevent recurrence. By analysing incident data and trends, the Incident Manager contributes to enhancing the overall resilience and efficiency of the IT environment.
In addition to technical expertise, this role requires effective communication, management, and problem-solving skills. The Incident Manager must be able to make quick decisions under pressure, prioritize tasks effectively, and manage multiple incidents simultaneously. This person is responsible for maintaining and improving incident management processes, ensuring that they align with industry best practices and meet the evolving needs of the business.