Incident Manager

Job description

Major Incident Manager About the RoleYou will lead high-impact incident response efforts across a complex technical environment. You will coordinate cross-functional teams, ensure rapid service restoration, and uphold best-in-class operational standards. This role requires strong leadership, technical proficiency, and deep knowledge of ITIL processes. What You Will Be Doing· Lead the end-to-end Incident Management process, including detection, logging, triage, escalation, communication, resolution, and closure.· Act as the primary Incident Manager on duty during major or high-severity incidents, ensuring swift service restoration and minimal business disruption.· Provide timely, concise, and accurate incident communications to leadership, stakeholders, and technical teams.· Drive root cause analysis efforts in partnership with Problem Management and ensure follow-up actions are completed.· Ensure high-quality incident documentation, including timelines, impact analysis, actions taken, and recovery steps.· Champion continuous operational improvement, while maintaining full compliance with organizational quality, regulatory, and legal standards.· Leverage strong technical knowledge to assess complex environments and provide informed updates to leadership as needed.· Evaluate business impact of IT issues and identify alternative workarounds that reduce disruption.· Monitor technical and service environments, proactively detecting issues and initiating incident response activities.· Collaborate with technical teams and business partners to improve service, reduce reoccurring issues, and enhance Data Center Operations performance. · Provide management reporting on service interruptions and their impact on the customer base.· Support KPI and SLA reporting for High Priority Incident Management.· Promote ITIL best practices and support ongoing process standardization and improvement initiatives.· Ensure consistent and effective execution of the High Priority Incident Management process. What is expected of You· Requires 3+ years of working experience as an incident analyst/manager in a large, enterprise environment facilitating effectively high priority incident (HPI) calls.· Must have a solid experience working with teams from different technical platforms and a working knowledge of Data Center automation and monitoring, including service level based monitoring.· Bachelor’s degree in related field.· In depth knowledge and proven experience in trouble shooting, problem determination, root cause analysis and rapid problem resolution.· Must be knowledgeable on complex networks, open systems and mainframe computing services.· Must have a thorough understanding of ITIL; Incident, Problem, Change, Configuration Management principles. · ITIL v3 Foundations certification is required· Previous retail experience desired.· Must possess strong leadership abilities and able to lead service restoration efforts across the organization.· Good understanding of production IT Environment and IT Operations· Strong communication skills required; written and oral communications.· Demonstrates a high level of energy, results driven and able to work under pressure. Disclaimer:Philtech uses AI to assist with candidate screening, resume parsing, and interview support. Final hiring decisions should always involve human review and judgment. Personal information is securely managed in accordance with applicable data privacy laws and company policies, and is used exclusively for recruitment purposes.