Full-Time Incident Manager

Incident Manager is responsible for managing Aii incidents, aiming for fast service restoration and minimized business impact. Works with global shared services for a quality incident process.

Responsibilities

• Monitors and prioritizes incoming incidents.
• Proactively identifies incident trends and recurring issues.
• Coordinates Aii communications and updates relevant parties.
• Ensures incident information is accurately captured.
• Collaborates with Infrastructure Service Delivery Manager for Problem Management.
• Facilitates timely root cause analysis, performance SLA tracking, and governance reporting.
• Oversees priority incidents and problems owned by Aii.
• Coordinates across teams to prioritize incidents correctly.
• Manages and coordinates urgent/complex support issues.
• Acts as escalation point for incidents.
• Responsible for IT controls related to Incident Management.
• Captures incidents from various channels, routing to relevant resources.
• Contributes to CMDB development and maintenance.
• Ensures complete and quality incident records for accurate reporting.
• Implements and improves Incident Management within the Aii IT model.
• Manages escalation, communication, and production system issues.
• Assists with virus outbreaks or security breaches.
• Develops understanding of IT operations, systems, business processes, and procedures.
• Follows ITIL guidelines for Incident and Problem Management.
• Ensures departmental best practices are followed.
• Conducts regular service reviews with eNOC.
• Maintains communication with eNOC and creates incident bridges.
• Monitors incoming incidents affecting Aii, escalating trends.
• Cross-references incidents with Problem Management and Major Incident logs.
• Attends priority incident bridges, prioritizing incidents.
• Coordinates bridge personnel, ensuring SMEs are present within SLA.
• Coordinates communications with relevant parties within SLA.
• Maintains Teams chats for Major Incident & Problem management.
• Enters incident details into the Major Incident log.
• Provides detailed handover of incidents at shift end.
• Escalates issues to the Infrastructure Service Delivery manager.
• Confirms creation and assignment of Problem Tickets.
• Confirms RCA owners and creates RCA tasks.
• Conducts regular checks of outstanding RCAs.
• Attends weekly Problem Review meetings.
• Adds and maintains KB articles.

Skills/Competencies (MUST HAVE)

• Windows OS/Windows Server expertise
• Basic network component understanding
• Basic cloud technology (e.g., Azure) understanding
• Proficient with Microsoft Office Suite
• Ability to work on multiple projects concurrently
• Strong customer service orientation
• Excellent verbal and written skills
• Ability to work independently and in international teams
• Effective prioritization skills

Experience (MUST HAVE)

• 1-2 years incident management experience
• Experience participating in bridge calls and coordinating with multiple teams
• Experience resolving high-priority incidents
• Experience supporting cloud/hybrid cloud environments
• Experience with a Service Desk environment (SLAs, SOPs, escalation paths)
• Experience working in diversified IT service teams

Nice to have:

• Experience with Office 365
• SOP/technical documentation creation experience
• Experience using ServiceNow ITSM tools

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