Incident Manager

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 IncidentsТ 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.

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