IBS Software
Location
Trivandrum | India
Job description
Position Overview: As an Incident Manager, you will play a pivotal role in overseeing and managing the resolution of incidents within the agreed SLA metrics to ensure minimal impact on business operations. This position requires a dynamic individual with strong leadership, communication, problem-solving skills and the ability to coordinate effectively with various IT teams and stakeholders to address and resolve incidents promptly.
Responsibilities: Incident Response Leadership: Lead and coordinate the response to incidents, including but not limited to IT outages, security breaches, and other critical events. Act as the primary point of contact during incidents, ensuring clear communication and coordination among all relevant stakeholders. Observe the incident status in ServiceNow daily and follow up with the team to guarantee the fulfilment of SLA commitments. Incident Analysis, Documentation and Reporting: Coordinate with Team to Conduct thorough analysis of incidents, identifying root causes and contributing factors. Document incident details, actions taken, and resolutions for post-incident analysis. Generate reports on incident metrics, trends, and key performance indicators to aid in continuous improvement. Communication and Stakeholder Management: Communicate effectively with internal and external stakeholders, keeping them informed of incident status, progress, and resolution timelines. Collaborate with cross-functional teams, including IT, security, and business units, to ensure a unified and coordinated response. Provide monthly reports on the achievement of SLA compared to the set target. Incident Response Planning: Develop and maintain incident response plans, ensuring they are up-to-date and aligned with industry best practices. Conduct periodic reviews and simulations to test the effectiveness of incident response procedures. Continuous Improvement: Evaluate incident response processes and procedures regularly and make recommendations for improvements. Implement lessons learned from past incidents to enhance future incident response capabilities. Monitoring and Reporting: Implement and maintain incident tracking systems and tools to monitor incident trends and patterns. Generate regular reports on incident metrics, trends, and the effectiveness of incident response efforts. Collaboration with External Entities: · Interface with external entities, such as vendors, partners, and relevant authorities, when necessary for incident resolution or reporting. Qualifications: Bachelor’s degree in a related field or equivalent work experience. Proven experience in incident management, preferably in a fast-paced and dynamic environment. Strong understanding of incident response frameworks and best practices. Excellent communication skills, with the ability to convey technical information to non-technical stakeholders. Leadership skills with the ability to inspire and guide teams during high-stress situations. Working knowledge in ServiceNow Certification in incident management (e.g., ITIL, CISSP) is a plus. Attributes: Proactive and decisive Analytical and detail-oriented Strong problem-solving skills Ability to work well under pressure. Team player with excellent interpersonal skillsJob tags
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