Incident Manager

Client of YALLO Retail

Roles and Responsibilities:

• Incident coordination and management: Lead the response to critical IT disruptions, coordinating efforts across multiple technical teams to restore services quickly.

• Major incident handling: Act as the primary point of contact for high-impact incidents, managing the process from start to finish and serving as an escalation point for major issues.

• Communication: Provide clear and timely communication to all stakeholders, including technical teams, senior leadership, and affected end-users. This includes crafting both internal and external updates.

• Prioritization: Categorize and prioritize incidents based on their urgency and impact on the business to ensure the most critical issues are addressed first.

• Root cause analysis (RCA): Drive post-incident reviews to identify the underlying causes of incidents and recommend preventative measures.

• Process improvement: Develop and refine incident management procedures, runbooks, and escalation policies to improve overall efficiency and effectiveness.

• Documentation: Ensure comprehensive documentation of all incidents, including actions taken, resolution steps, and a timeline of events.

• On-call support: Participate in an on-call rotation to provide 24/7 support for critical incidents as needed.

Qualifications:

• Education: A bachelor's degree in Information Technology, Computer Science, Engineering, or a related field is often required or preferred.

• Experience: Several years of experience in IT service management, IT operations, or a similar role, with proven experience in handling complex incidents.

Technical expertise:

• Strong knowledge of IT infrastructure, including networking, servers, and applications.

• Proficiency with IT Service Management (ITSM) tools like ServiceNow, Jira Service Management, or PagerDuty.

• Familiarity with monitoring and alerting tools such as Splunk, Datadog, or Prometheus.

• Knowledge of standard frameworks, with ITIL (Information Technology Infrastructure Library) being highly valued.

• ITIL 4 / COBIT / Agile Certifications.