Incident Manager

Job Title

Job Description

Key Responsibilities

Major Incident Leadership

• Lead and coordinate Major Incident (Sev1/Sev2) response, including command of incident bridge calls and cross-team mobilization.
• Drive timely service restoration with a bias toward action and clear accountability.
• Ensure proper escalation, communication flow, and stakeholder alignment during high-impact events.

Executive & Stakeholder Communications

• Deliver clear, concise, and timely updates to executive leadership and business stakeholders.
• Develop and standardize communication templates and reporting practices across incident lifecycles.
• Serve as the primary operational communications lead during critical incidents and service disruptions.

Incident & Problem Management Governance

• Establish, govern, and continuously improve Incident, Problem, and Request Management processes aligned to ITIL principles.
• Facilitate governance forums including Incident Reviews, Problem Review Board (PRB), and RCA sessions.
• Ensure adherence to service management standards, SLAs, and operational policies.

Root Cause Analysis (RCA) & Problem Management

• Lead post-incident reviews and enforce high-quality root cause analysis practices.
• Track corrective and preventive actions through closure with clear ownership and accountability.
• Analyze trends to proactively identify systemic issues and eliminate recurring incident patterns.

Operational Readiness & Service Excellence

• Partner with SRE and Production Support Engineering to improve operational maturity and resilience.
• Drive runbook development, operational preparedness, and readiness reviews for new and existing services.
• Conduct workshops to reinforce process understanding, SLA accountability, and operational consistency.

Metrics, Reporting & Continuous Improvement

• Develop and maintain dashboards tracking MTTR, incident volume, SLA compliance, and operational KPIs.
• Compile, analyze, and present service performance metrics to leadership and stakeholders.
• Identify process gaps and lead continuous improvement initiatives to enhance service reliability and efficiency.

Service Delivery & Process Oversight

• Monitor incident, problem, change, and request lifecycle metrics (including aging and SLA adherence).
• Collaborate with Service Delivery Managers to ensure accurate SLA reporting and proactive performance management.
• Act as a subject matter expert for service management processes, tools, and standards.

Success Measures

• Measurable reduction in MTTR and improved service restoration outcomes.
• 100% completion and quality compliance of Sev1/Sev2 RCAs.
• Reduction in repeat incidents and improved problem resolution effectiveness.
• Increased stakeholder satisfaction with incident handling and communication.
• Demonstrated improvement in SLA compliance and operational maturity.

Required Qualifications

• 5+ years of experience in Incident Management, IT Operations, Service Management, or related discipline.
• Proven experience leading major incident response and facilitating executive-level communications.
• Strong working knowledge of ITIL (v4 preferred) frameworks and service management processes.
• Hands-on experience with ServiceNow (incident, problem, and reporting modules).
• Experience with operational metrics, reporting, and data analysis (SQL/reporting tools preferred).

Technical & Professional Skills

• Strong understanding of Incident, Problem, Change, and SLA Management practices.
• Advanced reporting and analytical skills with the ability to interpret operational data and trends.
• Proficiency with Microsoft Office Suite (Excel, PowerPoint, Word) and reporting tools.
• Ability to develop, document, and standardize processes and procedures.
• Solid understanding of service delivery models and customer support operations.

Leadership Characteristics

• Calm, decisive, and highly effective under pressure.
• Strong facilitator with executive presence and the ability to influence across all levels.
• Ownership mindset with a bias toward action and results.
• Customer-focused with a strong commitment to service excellence.
• Continuous improvement mindset with the ability to identify and drive meaningful change.

Additional Expectations

• Applies independent judgment and decision-making in high-impact operational scenarios.
• Identifies process gaps and drives solutions to moderately complex operational challenges.
• Participates in and leads process improvement initiatives and operational projects.
• Builds strong partnerships across engineering, operations, and business teams.
• Acts as a trusted advisor on service management practices and operational readiness.