Job description

About the role:

To ensure the effective and efficient management of incidents within an organization, aiming to restore normal service operations as quickly as possible with minimal disruption to business operations by connecting the right people together and managing the incident until resolution and keeping all relevant parties updated.

As an Incident Management Specialist, you will:

Incident Detection and Identification
Ensuring that all incidents are promptly detected and identified, whether through automated monitoring systems or user-reported issues. Triaging of issues to confirm if they are a ticket or if they are a bug/defect. Depending on the issue escalating and following the specific process to ensure relevant partiers have been advised and relevant actions are taken to resolve or remediate as required. Ensuring accurate documentation of incidents as they occur

Coordination and Communication
Acting as a central point of contact for all incident-related communication within and outside of the organization. Keeping both internal and external stakeholders, such as affected users, service teams, and management, informed about the progress of incident resolution. Collaborating with various teams (Engineering, App Support, Level 1, Exec etc.) to resolve incidents quickly and efficiently.

Root Cause Analysis and Continuous Improvement
Leading or coordinating post-incident reviews to identify the root cause of incidents. Identifying patterns or recurring incidents and recommending preventive measures to reduce the likelihood of future incidents. Making recommendations for improvements in the incident management process to enhance efficiency and effectiveness

Documentation and Reporting
Maintaining accurate records of all incidents, their resolutions, and any related follow-up actions. Generating incident reports for management and stakeholders, providing detailed insights into the incident’s impact, resolution times, and trends.

Point of Contact for Incidents
Be on call to manage incidents both within and outside of business hours

Requirements

Bachelor's degree in Information Technology, Computer Science, or related field with a minimum of 2 years’ experience in a similar role.
Proven experience in Incident Management - timely management of incidents, with clear communication and updates provided to relevant stake holders across the business
Communication is key – Must have the ability to communicate to a high standard with both written and verbal communication
Preferably having exposure to Microsoft Office Suite / Atlassian Suite is preferred

Benefits