Incident Manager (39557)

I am looking for an experienced Incident Manager to lead and coordinate IT incident response across global teams. You'll manage critical incidents, drive communication between stakeholders, and continuously improve resolution processes. If you excel under pressure and have deep knowledge of IT operations and incident management, join the team. Strong communication skills are essential, ServiceNow and Microsoft tech experience is a plus.

🚀 Project
- coordinate and manage the response to IT incidents including with 3rd party providers
- facilitate communication between stakeholders during incidents
- monitor incident resolution progress and ensure timely updates to affected parties
- continuously improve the incident management process
- analyze incident trends and identify areas for improvement
- implement best practices and standards for incident management
- train relevant personnel in incident management and resolution
- ensure major incident management protocols are available and that HQ and BUs have the required resources
- own the service catalog and make updates to improve process efficiency
- generate regular reports on incident metrics and performance
- ensure post-incident reviews are performed and published to stakeholders
- provide insights and recommendations based on incident data analysis
- act as the primary point of contact for all major IT incidents
- ensure clear and effective communication with HQ and BU stakeholders
- manage escalations and provide status updates to senior management
- lead the major incident response effort, providing direction and support

🎯 Skills
- strong experience in IT Incident Management (leading and executing)
- understanding of incident management processes and process improvement
- general IT knowledge (infrastructure and/or application management)
- strong communication skills
- effective leadership under stress and during crises
- ability to train and align the organization around a unified incident management process
- stakeholder coordination and engagement (especially across BUs and HQ)
- ENG C1

💡 Nice to have
- experience with ServiceNow
- familiarity with Microsoft technologies
- experience in managing broader IT organizations