KYC - IT Incident Manager

• Several years of experience in IT Service Management, Incident Management, or a similar role in a complex, enterprise-scale environment.
• Solid technical background in IT infrastructure and/or applications (e.g., containers, servers, databases, business-critical platforms) enabling understanding and challenge of technical inputs.
• Experience working with and supporting L2 and L3 support teams, including escalation management and technical guidance during incident resolution.
• Strong analytical skills with the ability to prepare, interpret, and present incident reports, metrics, and statistical data to various stakeholder groups.
• Demonstrated ability to ensure incident resolution within defined SLA targets and manage expectations when SLA breaches are at risk.
• Familiarity with ITIL best practices, particularly in Incident, Problem, and Change Management.
• Experience with ITSM tools (e.g., BMC Helix, Jira, Confluence) and monitoring/alerting platforms used to detect and track incidents.
• Excellent communication skills in English, both spoken and written; ability to communicate clearly with senior stakeholders.

Nice to have:

• ITIL certification is a strong plus.

• Lead the end-to-end management of major IT incidents, ensuring rapid restoration of services and minimizing business impact while maintaining adherence to defined SLAs.
• Coordinate technical bridge calls and virtual war rooms, bringing together the right experts from infrastructure, application development, L2 support, business, to drive effective resolution.
• Provide support and guidance to L2 and L3 support teams during incident resolution, ensuring alignment on priorities and escalation paths.
• Own the incident lifecycle from detection through closure, including triage, prioritization, escalation, stakeholder communication, and documentation.
• Ensure structured, consistent, and timely communication related to incidents towards business stakeholders, senior management, and internal technical teams.
• Make sure that all incidents are handled and resolved in line with their agreed Service Level Agreements (SLAs), proactively addressing risks of potential breaches.
• Ensure that incidents are properly recorded, categorized, and documented, with accurate timelines, root causes, corrective actions, and follow-up tasks.
• Prepare, maintain, and present regular incident-related reports and statistics, highlighting trends, root causes, and areas for improvement.
• Drive post-incident reviews, capturing lessons learned and ensuring that agreed preventive and corrective actions are defined, owned, and followed up.
• Contribute to the continuous improvement of incident management processes, standards, and runbooks, promoting a culture of operational excellence.