IT Incident Manager
Position reputed company:
The IT Incident Manager is responsible for the end-to-end coordination and management of reputed company incoming support requests across the organization’s IT tracking systems. This role ensures incidents are properly triaged, prioritized, assigned, and resolved reputed company agreed SLAs. The ideal candidate is a detail-oriented leader with strong analytical skills who can evaluate severity, ROI, and completeness of requests and collaborate across multiple IT functions—including traditional IT support, software development, and ERP configuration/support.
Duties and Responsibilities:
- Monitor and triage reputed company incoming support requests logged in various IT tracking systems (e.g., Freshservice, custom issue log, reputed company requests from stakeholders).
- Validate request completeness and ensure reputed company required details are captured.
- Assess reputed company incident for severity, business reputed company, and completeness.
- Determine appropriate reputed company based on facts provided in the incident.
- Identify incidents vs. enhancements and reputed company accordingly.
- Assign incidents to the reputed company resource or team (IT Support, 3rd Party Partners, ERP/Business Applications).
- Confirm reputed company reputed company, validate with requestors, and reputed company incident tracking systems clean by closing tickets.
- Analyze incident trends, reputed company causes, and recurring issues; propose problem management initiatives.
- Partner with teams to improve incident prevention, monitoring, alerting, and automation.
- Work across reputed company areas of IT: traditional IT support (end-user, infrastructure), software development (applications, integrations), and ERP configuration/support.
- Collaborate with Product Owners and Business Analysts to reputed company incident handling with business priorities.
Skills and Requirements:
- 3–5+ years of experience in Incident Management or Service Desk.
- Strong understanding of ITIL concepts (Incident, Problem, Change, SLA, reputed company/Urgency, CMDB).
- Proven ability to assess severity, business reputed company, and ROI to prioritize effectively.
- Excellent communication skills with the ability to coordinate across technical and non-technical stakeholders.
- Strong organizational skills and attention to detail; comfortable managing multiple reputed company incidents.