Incident Manager

Manages the Incident Management process to restore normal service operation as quickly as possible to minimize the impact to business operations.

Responsibilities:

• Responsible for planning and coordinating all the activities required to perform, monitor, and report on the process
• To be the point of contact for all Major incidents. He will work with all stakeholders ( Service Providers, internal teams, customer) to resolve the incident and provide regular updates as per agreed timelines.
•  Remediate deviation of process for its support team
• Responsible for communicating with the Incident Process Owner
• Point of contact for all Major Incidents
• Responsible for the effective implementation of the process "Incident Management" and carries out the respective reporting procedure.
• Represent the first stage of escalation for Incidents
• Monitor the workload of the support team
•  Monitor the incidents to ensure that the Service Level Agreement are respected
• Identify, initiate, schedule and conduct incident reviews
• Ensure the closure of all resolved and end-user confirmed Incident records
• Provide guidance to the Incident Process CoordinatorsEstablish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable