Job Role: Senior Incident Manager
GRF Title: Service Process Lead - 11
Job Type: Full-time
Job Summary:
We are seeking a highly experienced and hands-on Senior Incident Manager to lead and govern the Incident Management function across a big account in the organization. The successful candidate will be accountable for the end-to-end Incident Management process, ensuring rapid service restoration, effective stakeholder communication, SLA compliance, operational excellence, and continual service improvement.
The role requires a strong ITIL Incident Management practitioner who can drive accountability across Service Desk teams, resolver groups, and service delivery stakeholders while maintaining hands-on involvement within the ITSM platform. The individual will act as the primary escalation point for incident-related service concerns and will be responsible for improving service stability, customer satisfaction, and operational performance.
Key Responsibilities:
- Incident Management Ownership & Governance
- Own and govern the Incident Management process end-to-end, ensuring effective execution across all support teams and suppliers.
- Ensure adherence to Incident Management policies, procedures, standards, and ITIL best practices.
- Drive operational governance through regular service reviews, backlog reviews, aging incident reviews, and performance discussions.
- Establish and maintain accountability across Service Desk, resolver groups, and third-party suppliers.
- Incident Operations & Service Restoration
- Ensure timely restoration of services while minimizing business impact and service disruption.
- Oversee the complete incident lifecycle, including logging, categorization, prioritization, assignment, escalation, resolution, recovery, and closure.
- Proactively manage incident queues, SLA risks, aging incidents, backlog, and operational performance.
- Act as the primary escalation point for high-priority incidents, service risks, and customer concerns.
- Coordinate cross-functional teams to drive incident resolution and service recovery.
- Service Integration & Stakeholder Management
- Act as the central point of coordination between Service Desk, resolver teams, suppliers, service delivery teams, and business stakeholders.
- Drive accountability and performance across internal and external support organizations.
- Provide timely and effective communication to customers, leadership teams, and key stakeholders regarding incident status, risks, and recovery actions.
- Manage customer escalations and ensure appropriate actions are taken to restore confidence and service quality.
- Performance Management & Reporting
- Define, monitor, and report on Incident Management KPIs, SLAs, operational metrics, and service health indicators.
- Analyse incident trends, recurring issues, backlog, and service risks to identify improvement opportunities.
- Produce regular operational and management reports with actionable insights and recommendations.
- Ensure data quality, reporting accuracy, and process compliance within the ITSM platform.
- Continual Service Improvement
- Drive Service Improvement Plans (SIPs) and corrective actions arising from incident reviews, customer feedback, audits, and performance trends.
- Identify recurring incident patterns and work with Problem Management teams to drive root cause elimination and service stability improvements.
- Support Root Cause Analysis (RCA) activities and ensure corrective and preventive actions are tracked to completion.
- Promote automation, operational excellence, and process optimization initiatives to improve service performance and customer experience.
- ITSM Tool & Operational Excellence
- Maintain a hands-on presence within the ITSM platform to monitor operational performance and service health.
- Utilize Xurrent (formerly 4me) or equivalent ITSM tools for incident management, reporting, dashboards, workflow management, and SLA monitoring.
- Ensure accurate incident records, categorization, prioritization, and data integrity.
- Support process enhancements and tooling improvements to improve operational effectiveness.
- Leadership & Capability Development
- Lead, coach, and mentor Incident Management personnel.
- Promote a culture of ownership, accountability, customer focus, and continuous improvement.
- Provide guidance and training on Incident Management processes, governance, and best practices.
- Support organizational process maturity and service management capability development.
Required Skills & Qualifications:
- Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent practical experience).
- 7+ years of experience in IT Service Management , including significant experience in Incident Management within enterprise or managed services environments.
- Proven experience owning and governing Incident Management processes end-to-end.
- Strong practical experience in ITIL Incident Management, including service restoration, prioritization, escalation management, SLA governance, backlog management, and continual service improvement.
- Strong understanding of ITIL Service Management processes, including Major Incident Management, Problem Management, Change Management, Knowledge Management, and Continual Service Improvement.
- Experience leading Incident Management teams and driving operational governance activities.
- Demonstrated experience managing customer escalations, supplier performance, and cross-functional service delivery teams.
- Strong analytical skills with experience performing trend analysis, service reporting, KPI management, and improvement planning.
- Excellent communication, stakeholder management, presentation, and influencing skills.
- Strong organizational skills with the ability to manage multiple priorities and competing demands.
- ITIL Foundation certification (ITIL 4 or ITIL Version 5).
Desirable:
- Hands-on experience with Xurrent (formerly 4me). Experience with ServiceNow or equivalent enterprise ITSM platforms will also be considered.
- Advanced ITIL certifications such as ITIL Managing Professional, ITIL Strategic Leader, ITIL Practice Manager, ITIL Master, SIAM Foundation, or equivalent Service Management certifications.
- Experience in global managed services and multi-supplier environments.
- Familiarity with Microsoft 365, Azure, networking, servers, virtualization, and security services.
- Experience driving Service Improvement Plans (SIPs), operational excellence initiatives, process maturity programs, and automation opportunities.
- Experience facilitating Root Cause Analysis (RCA) activities and collaborating with Problem Management teams to drive permanent resolution of recurring issues.
