Position Details: Incident Manager

Description:

Key Responsibilities
As an Incident Manager, you will be measured by your ability to proficiently handle Assigned
Service Requests & Operational Tasks (ASROT), governed by SLAs/SLOs, and your active
contribution to Value-Add Projects & Client Solutions (VAP/CS).
Assigned Service Requests & Operational Tasks (ASROT):
 Major Incident Management: Act as the single point of contact and primary driver for
major incidents, coordinating all technical teams (Technology Operations, Technology
Solutions) and external vendors to restore service as quickly as possible.
 Communication: Orchestrate clear, timely, and impactful communication to clients and
internal stakeholders during major incidents, providing regular updates on status, impact,
and resolution progress.
 Escalation: Implement and manage robust escalation procedures, ensuring appropriate
resources are engaged for rapid incident resolution.
 Post-Incident Review: Facilitate and document Post-Incident Reviews (PIRs) for all
major incidents, identifying contributing factors and follow through persistently on
remediation actions until case closure.
 SLA/SLO Adherence: Ensure all incident management processes adhere to defined
SLAs and SLOs for response, resolution, and communication.
Value-Add Projects & Client Solutions (VAP/CS):
 Process Improvement: Lead initiatives to continuously enhance our Incident
Management processes, tools, and workflows, driving efficiency and effectiveness.
 Problem Management Integration: Collaborate closely with Technology Operations to
analyze incident trends, identifying root causes, and initiating Problem Management
processes to prevent recurrence.

 Automation: Identify opportunities for automating aspects of incident detection,
response, or communication, working with the Technology Solutions team to implement
solutions.
 Knowledge Base Development: Develop and maintain a comprehensive knowledge
base of incident resolution playbooks, known errors, and workarounds.
 Training & Mentorship: Provide training and guidance to Helpdesk, NOC and
Technology Operations teams on incident management procedures, communication best
practices, and major incident protocols.
 Client Solutioning (Proactive): Identify systemic client infrastructure vulnerabilities or
recurring issues revealed by incident data, proposing VAP/CS to enhance client
resilience and service stability.

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