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Job Role: Senior Incident Manager

GRF Title: Service Process Lead - 11

Job Type: Full-time

Job Summary:

We are seeking a highly experienced and hands-on Senior Incident Manager to lead and govern the Incident Management function across a big account in the organization. The successful candidate will be accountable for the end-to-end Incident Management process, ensuring rapid service restoration, effective stakeholder communication, SLA compliance, operational excellence, and continual service improvement.

The role requires a strong ITIL Incident Management practitioner who can drive accountability across Service Desk teams, resolver groups, and service delivery stakeholders while maintaining hands-on involvement within the ITSM platform. The individual will act as the primary escalation point for incident-related service concerns and will be responsible for improving service stability, customer satisfaction, and operational performance.

Key Responsibilities:

• Incident Management Ownership & Governance

• Own and govern the Incident Management process end-to-end, ensuring effective execution across all support teams and suppliers.
• Ensure adherence to Incident Management policies, procedures, standards, and ITIL best practices.
• Drive operational governance through regular service reviews, backlog reviews, aging incident reviews, and performance discussions.
• Establish and maintain accountability across Service Desk, resolver groups, and third-party suppliers.

• Incident Operations & Service Restoration

• Ensure timely restoration of services while minimizing business impact and service disruption.
• Oversee the complete incident lifecycle, including logging, categorization, prioritization, assignment, escalation, resolution, recovery, and closure.
• Proactively manage incident queues, SLA risks, aging incidents, backlog, and operational performance.
• Act as the primary escalation point for high-priority incidents, service risks, and customer concerns.
• Coordinate cross-functional teams to drive incident resolution and service recovery.

• Service Integration & Stakeholder Management

• Act as the central point of coordination between Service Desk, resolver teams, suppliers, service delivery teams, and business stakeholders.
• Drive accountability and performance across internal and external support organizations.
• Provide timely and effective communication to customers, leadership teams, and key stakeholders regarding incident status, risks, and recovery actions.
• Manage customer escalations and ensure appropriate actions are taken to restore confidence and service quality.

• Performance Management & Reporting

• Define, monitor, and report on Incident Management KPIs, SLAs, operational metrics, and service health indicators.
• Analyse incident trends, recurring issues, backlog, and service risks to identify improvement opportunities.
• Produce regular operational and management reports with actionable insights and recommendations.
• Ensure data quality, reporting accuracy, and process compliance within the ITSM platform.

• Continual Service Improvement

• Drive Service Improvement Plans (SIPs) and corrective actions arising from incident reviews, customer feedback, audits, and performance trends.
• Identify recurring incident patterns and work with Problem Management teams to drive root cause elimination and service stability improvements.
• Support Root Cause Analysis (RCA) activities and ensure corrective and preventive actions are tracked to completion.
• Promote automation, operational excellence, and process optimization initiatives to improve service performance and customer experience.

• ITSM Tool & Operational Excellence

• Maintain a hands-on presence within the ITSM platform to monitor operational performance and service health.
• Utilize Xurrent (formerly 4me) or equivalent ITSM tools for incident management, reporting, dashboards, workflow management, and SLA monitoring.
• Ensure accurate incident records, categorization, prioritization, and data integrity.
• Support process enhancements and tooling improvements to improve operational effectiveness.

• Leadership & Capability Development

• Lead, coach, and mentor Incident Management personnel.
• Promote a culture of ownership, accountability, customer focus, and continuous improvement.
• Provide guidance and training on Incident Management processes, governance, and best practices.
• Support organizational process maturity and service management capability development.

Required Skills & Qualifications:

• Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent practical experience).
• 7+ years of experience in IT Service Management, including significant experience in Incident Management within enterprise or managed services environments.
• Proven experience owning and governing Incident Management processes end-to-end.
• Strong practical experience in ITIL Incident Management, including service restoration, prioritization, escalation management, SLA governance, backlog management, and continual service improvement.
• Strong understanding of ITIL Service Management processes, including Major Incident Management, Problem Management, Change Management, Knowledge Management, and Continual Service Improvement.
• Experience leading Incident Management teams and driving operational governance activities.
• Demonstrated experience managing customer escalations, supplier performance, and cross-functional service delivery teams.
• Strong analytical skills with experience performing trend analysis, service reporting, KPI management, and improvement planning.
• Excellent communication, stakeholder management, presentation, and influencing skills.
• Strong organizational skills with the ability to manage multiple priorities and competing demands.
• ITIL Foundation certification (ITIL 4 or ITIL Version 5).

Desirable:

• Hands-on experience with Xurrent (formerly 4me). Experience with ServiceNow or equivalent enterprise ITSM platforms will also be considered.
• Advanced ITIL certifications such as ITIL Managing Professional, ITIL Strategic Leader, ITIL Practice Manager, ITIL Master, SIAM Foundation, or equivalent Service Management certifications.
• Experience in global managed services and multi-supplier environments.
• Familiarity with Microsoft 365, Azure, networking, servers, virtualization, and security services.
• Experience driving Service Improvement Plans (SIPs), operational excellence initiatives, process maturity programs, and automation opportunities.
• Experience facilitating Root Cause Analysis (RCA) activities and collaborating with Problem Management teams to drive permanent resolution of recurring issues.