(Incident Management) Service Operations Manager II

Shift: US Hours - Monday-Friday; rotating weekend coverage (with days off in lieu)

Experience: 3-5 years of experience in incident management IT service management or a similar role.

Certifications: ITIL Foundation or higher certification is highly desirable but not mandatory

Job Description:

The Incident Manager will be responsible for leading/managing the lifecycle of all high – priority incidents unplanned interruptions service degradations and failures in IT services while minimizing impact on business operations and ensuring service restoration

Ensure incidents are correctly logged prioritized categorized and provide updates on incident status impacts resolution progress and post-incident summaries.

Collaborate and Coordinate with technical support teams and relevant business units to ensure efficient incident resolution.

Facilitate war room sessions and incident bridges for critical issues.

Work closely with problem management to transition incidents into problem

Analyse incident trends and make recommendations for changes to minimize repeat incidents.

Ensure adherence to ITIL practices and continuous improvement of incident management. records as needed.

Skills:

Strong problem-solving and analytical skills.

Multi-tasking

Excellent verbal and written communication.

Ability to manage stress and handle complex situations effectively.

Strong leadership with a focus on teamwork and collaboration.

Proficiency in incident management tools and platforms (e.g. ServiceNow Jira).

Work Environment:

This role may require on-call availability and flexibility to manage incidents outside regular business hours.

Ability to work under pressure in a high-paced and dynamic environment.