Job Summary:
The Incident Management Unit Head is responsible for overseeing the organization's incident management function to ensure the timely and effective resolution of IT incidents. The role leads the response to major and critical incidents, manages incident management specialists, and ensures proper coordination and communication with stakeholders. The position also drives continuous improvement of incident management processes, monitors service performance metrics, and collaborates with the Service Desk to enhance overall service delivery and customer satisfaction.
Key Responsibilities:
- Develop, document, and continuously improve incident management processes and procedures.
- Lead and coordinate the response to major or critical incidents to ensure rapid resolution and minimal service disruption.
- Supervise and guide incident management specialists to maintain high performance during incident handling.
- Establish clear communication channels to provide timely updates to stakeholders during incidents.
- Prepare incident reports, including timelines, actions taken, and post-incident analysis.
- Monitor incident management metrics and trends, and provide regular reports to management.
- Identify opportunities to enhance processes, tools, and training programs for the team.
- Coordinate with the Service Desk to ensure timely ticket handling, resolution, and effective knowledge management.
- Assist in managing and improving IT Service Management (ITSM) tools to support efficient service delivery.
Additional Skills / Qualifications:
- Knowledge of ITSM and ITIL v3/v4 frameworks
- Understanding of Incident, Problem, Service Level, and Availability Management
- Experience in IT Service Desk operations and ServiceNow is an advantage
- Strong communication, critical thinking, teamwork, and attention to detail
- Experience in process improvement and cross-team collaboration
