Incident Manager

Certifications: ITIL certification, Certified Incident Manager (CIM), or other relevant certifications.

Experience: 5-7 years in IT Operations, or incident management roles.

Skills:

Incident Management & Problem Solving

Familiarity with ITIL (Information Technology Infrastructure Library) principles or other service management frameworks.

Communication skills and ability to stay calm under pressure and communicate effectively during high-stress situations

Leadership & Team Collaboration

Technical Understanding with strong grasp of IT infrastructure, systems, and software, including networking, servers, databases, cloud technologies, and security

Familiarity with incident management tools

Ability to evaluate the impact and urgency of incidents and make decisions quickly to minimize damage

Strong analytical skills to perform risk assessments and identify vulnerabilities.

Understanding of SLAs and the ability to ensure that response times and resolution targets are met

Incident Documentation & Reporting

Experience in maintaining incident logs, creating reports, and conducting post-incident reviews

Continuous Improvement Mindset

Proactive in identifying areas for improvement in incident management processes and systems.

Time Management and ability to manage multiple incidents simultaneously and ensure that each is handled efficiently and effectively.

Personal Traits:

Excellent communication skills, both written and verbal.

Strong interpersonal skills.

Able to conduct research into infrastructure issues or services as required.

Ability to present ideas in user-friendly language.

Highly self-motivated and directed.

Keen attention to detail.

Ability to prioritise and execute tasks in a high-pressure environment.

Strong customer service orientation.

Experience working in a team-oriented, collaborative environment.

Can-Do attitude and willingness to propose changes and follow through

Ability to work effectively in a shift environment.

Ability to complete self-driven learning outside of work hours.