Incident Manager

Job Information

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    Category Manager Jobs
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    Posted On Apr 17 ,2020
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    Qualifications Bachelor's Degree

Job Description

  • Lead and facilitate the engaged team toward restoration of service in shortest possible lead times.
  • Engage relevant stakeholders & escalate when necessary to expedite resolution.
  • Ensure RT adopts optimal mindset which balances best path to resolution and protection of customer interests.
  • Initiate management and technical escalations when required.
  • Log all Incident details, allocating approved categorization and prioritization.K
  • Keep users informed about their Incidents–Ę status at agreed intervals.
  • Associate Incidents with other records (i.e. Changes, Problems, repetitive incidents).
  • Provide first-line investigation and diagnosis of all Incidents via major incident report.
  • Ensure recovery team remains sensitive to collection and correlation of data for potential RCA post event.
  • Escalate critical outages to Problem Manager after restoration for RCA.
  • Remain available at all times during the designated shift and/or roster period.E
  • End to end incident owner.

Job Requirements

  • Leadership skills: Good in People and Process Management
  • Language skills: Fluent spoken English & excellent English written communication skills
  • Values and behaviors: Pro-active and able to work under pressure
  • First Degree from any institutionYears of experience: 3-6.