Incident Manager

3 weeks ago

Abu Dhabi, Abu Dhabi, United Arab Emirates Dicetek LLC Full time
Roles and responsibilities

The Incident Manager is responsiblefor managing the incident lifecycle to ensure that IT services arerestored as quickly as possible after an interruption. This rolerequires strong expertise in incident management processes,coordination, and communication with various stakeholders tominimize business impact.

KeyResponsibilities

  • Manage the incident lifecycle,including detection, logging, classification, prioritization,investigation, resolution, and closure ofincidents.
  • Coordinate with IT teams and servicedesk to ensure timely resolution of incidents and minimizedowntime.
  • Escalate incidents as necessaryaccording to established escalationprocesses.
  • Communicate incident status, impact,and resolution progress to stakeholders, including users andmanagement.
  • Conduct post-incident reviews toidentify root causes and ensure continuous improvement in incidentmanagement processes.
  • Maintain and update theincident management process documentation and ensure compliancewith ITIL or other relevant frameworks.
  • Developand deliver training on incident management processes and tools toIT staff.
  • Collaborate with Problem and ChangeManagers to ensure seamless coordination between incident, problem,and change management processes.

RequiredQualifications

  • Bachelor's degree inInformation Technology, Computer Science, or a relatedfield.
  • 5+ years of experience in IT servicemanagement, with a focus on incidentmanagement.
  • Relevant certifications such asITIL Foundation, ISO/IEC 20000, orsimilar.
  • Strong understanding of ITIL incidentmanagement processes and bestpractices.
  • Experience with ITSM tools such asServiceNow, BMC Remedy, or similar.

KeySkills

  • Expertise in incident management andcoordination.
  • Strong analytical andproblem-solving skills.
  • Excellent communicationand interpersonal skills.
  • Ability to work underpressure and manage high-stresssituations.
  • Strong organizational andmultitasking skills.
Desired candidate profile

  • Incident Detection andPrioritization:

    • IncidentIdentification: Ensuring that incidents areidentified and logged as quickly as possible through monitoringsystems, help desk reports, or automatedalerts.
    • Incident Categorizationand Prioritization: Categorizing incidents based ontheir impact and urgency, and assigning appropriate priorities toensure the most critical issues are addressedfirst.
    • Triage:Conducting initial assessments of incidents to understand theirscope and potential businessimpact.

  • IncidentResponseCoordination:

    • IncidentResponse Activation: Mobilizing the appropriateresponse teams to address the incident, including IT support,network engineers, security teams, and businessunits.
    • Communication:Serving as the central point of contact for all stakeholders,including internal teams, management, and external vendors, toprovide regular updates on the incidentstatus.
    • Collaboration:Collaborating with various technical teams to ensure that theincident is resolved in a timely manner, ensuring a coordinated andeffectiveresponse.

  • MonitoringandEscalation:

    • TrackingProgress: Monitoring the progress of incidentresolution, ensuring that the teams are following predefinedincident management processes andtimelines.
    • EscalationManagement: Managing escalation procedures if theincident cannot be resolved within the agreed timeframes, or if thesituation escalates in complexity, requiring senior technical ormanagementintervention.

  • ResolutionandRecovery:

    • IncidentResolution: Ensuring that incidents are resolved byapplying appropriate solutions, such as system fixes, patches, orrestoring services.
    • ServiceRestoration: Overseeing the restoration of ITservices to normal operation, ensuring minimal disruption tobusiness activities andusers.
    • Root CauseAnalysis: Coordinating post-incident investigationsto identify the root cause of the incident and any contributingfactors.

  • Post-IncidentReview:

    • IncidentDocumentation: Ensuring that all incidents arethoroughly documented, including their causes, resolutions, and anyimpact on businessoperations.
    • Post-MortemAnalysis: Conducting post-incident reviews orpost-mortem meetings with relevant teams to analyze theeffectiveness of the incident response, identify lessons learned,and develop action plans to prevent futureoccurrences.
    • ContinuousImprovement: Recommending improvements to incidentmanagement processes, tools, or systems based on lessons learnedfrom pastincidents.

  • ReportingandMetrics:

    • IncidentReporting: Generating incident reports thatsummarize incident timelines, resolutions, and impact on thebusiness, often for senior management or regulatory compliancepurposes.
    • Metrics andKPIs: Tracking key performance indicators (KPIs)related to incident management, such as incident response times,resolution times, and SLA adherence, to assess the performance ofthe incident managementprocess.

  • StakeholderCommunication:

    • InternalCommunication: Communicating with internalstakeholders (e.g., senior management, department heads, andbusiness units) to provide incident status updates, impactassessments, and expected resolutiontimelines.
    • ExternalCommunication: Coordinating with externalstakeholders, such as vendors or service providers, when theincident involves third-party services orproducts.

  • ProcessImprovement:

    • ReviewingIncident Response Procedures: Continuously reviewingand improving incident management procedures, tools, and workflowsto optimize the efficiency of the incident responseprocess.
    • Training andAwareness: Conducting training and awarenesssessions for internal teams on incident management best practices,escalation procedures, and the use of incident managementtools.
Key Skills
AdministrativeOperations,Incident Report,Incident Documentation
Employment Type : Full-time
Department / Functional Area: IncidentResponse
Experience: Not Mentionedyears
Gender: Male
Vacancy: 1
Joining Date: Tue, 18 Feb 2025

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