Lead - Incident Management

Company Overview

Join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.5/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you’ll love today!

Job Summary:

The Incident Manager is responsible for overseeing and managing the entire incident management process within the organization. This role ensures that IT incidents are promptly and e􀆯ectively addressed to minimize business disruption and maintain high levels of service availability. The Incident Manager coordinates with various teams to resolve incidents, conducts root cause analyses, and implements improvements to prevent future occurrences.

Key Responsibilities:

1. Incident Management:

• Monitor and manage the incident lifecycle from identification through resolution.
• Ensure timely and e􀆯ective communication with stakeholders during incidents.
• Coordinate with technical teams and third-party vendors to resolve incidents.
• Ensure incidents are classified, prioritized, and resolved according to established protocols.

2. Incident Response and Resolution:

• Lead incident response e􀆯orts and ensure adherence to incident management processes.
• Facilitate root cause analysis (RCA) for major incidents and ensure corrective actions are implemented.
• Oversee the incident resolution process to ensure timely and accurate resolution of issues.

3. Process Improvement:

• Continuously evaluate and improve incident management processes and procedures.
• Implement best practices for incident handling and response.
• Identify trends and patterns in incidents to proactively address recurring issues.

4. Reporting and Documentation:

• Maintain detailed records and documentation for all incidents, including incident reports and RCA findings.
• Prepare and present regular incident management reports to senior management.
• Track and report on key performance indicators (KPIs) related to incident management.

5. Team Coordination and Training:

• Coordinate with IT teams, service desk, and other departments to ensure effective incident resolution.
• Provide guidance and support to team members involved in incident management.
• Conduct training and awareness sessions on incident management best practices.

6. Stakeholder Communication:

• Communicate incident status and resolution updates to stakeholders, including endusers and management.
• Manage expectations and provide clear, concise information during major incidents.

7. Compliance and Risk Management:

• Ensure adherence to ITIL (Information Technology Infrastructure Library) and other relevant frameworks and standards.
• Assess and mitigate risks associated with incidents and ensure compliance with organizational policies.

8. Major Incident Management:

• Act as the escalation point for major incidents and lead the major incident management process.
• Coordinate crisis management activities and communicate with senior leadership during high-impact incidents.

Qualifications:

• Education: Bachelor’s degree in Computer Science, Information Technology, Business Administration, or a related field. Relevant certifications (e.g., ITIL, Certified Incident Handler) are a plus.
• Experience: Minimum of 5 years of experience in incident management, IT operations, or a related field. Proven experience managing high-impact incidents and working with crossfunctional teams.

Skills:

• Strong understanding of incident management processes and best practices.
• Excellent problem-solving and analytical skills.
• E􀆯ective communication and interpersonal skills.
• Ability to work under pressure and manage multiple priorities.
• Experience with incident management tools and IT service management platforms (Service Now).

Technical Knowledge:

• Familiarity with IT infrastructure, applications, and network technologies.
• Knowledge of ITIL framework and other relevant industry standards.

Working Conditions:

• Ability to work in a fast-paced environment with the possibility of handling incidents outside of regular business hours.
• Able to work in 24x7 environment
• Should be able to work from o􀆯ice as and when required.

If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.