What you'll do
Do you thrive in fast-paced environments and possess a knack for problem-solving under pressure? Are you passionate about ensuring business continuity and keeping critical systems operational? If so, then Regnology wants you!
Regnology is seeking a detail-oriented and proactive Incident Manager to join our team. As an Incident Manager, you will be responsible for overseeing and managing the incident response process, ensuring timely and effective resolution of technical issues. You will play a critical role in maintaining service reliability and ensuring customer satisfaction.
Regnology is seeking a detail-oriented and proactive Incident Manager to join our team. As an Incident Manager, you will be responsible for overseeing and managing the incident response process, ensuring timely and effective resolution of technical issues. You will play a critical role in maintaining service reliability and ensuring customer satisfaction.
Your key accountabilities are:
- Be the first line of defense during critical incidents, effectively coordinating the response and resolution process.
- Manage the end-to-end incident response process, from initial identification to resolution and post-incident review.
- Monitor incidents as they flow through to ensure they are valid and are also getting the necessary and timely attention from capable resources.
- Coordinate with various teams to facilitate incident resolution, ensuring agreed SLAs are delivered upon. Form effective working relationship with team leaders to allow transparency and prompt movement
- Improve techniques and document practices for managing, troubleshooting, prioritization and resolution.
- Lead major/severe incidents to drive them to prompt completion, ensuring customers/stakeholders are communicated throughout.
- Root Cause Analysis / post-incident reviews will need to be carried out compiling information from relevant teams and presenting back to customers and or are senior management.
- Report out on metrics for high priority incidents, with a target goal to reduce volume and increase meant time to resolution.
- Appropriately escalate problems to management, with information that facilitates decision making.
- Monitor and analyze incident trends to identify areas for improvement and implement proactive measures.
