Incident manager /coordinator

We are seeking an experienced Incident Manager/Coordinator to oversee the incident management process and ensure timely resolution of IT incidents. In this role, you will be responsible for coordinating all aspects of incident management, utilizing ITIL best practices to minimize the impact of incidents on business operations while ensuring excellent service delivery.

 

Key Responsibilities:

• Manage and coordinate the entire incident lifecycle from detection through resolution, ensuring adherence to ITIL best practices and service level agreements (SLAs).

• Act as the primary point of contact for all incidents, communicating effectively with stakeholders to provide status updates and coordinate resolutions.

• Analyze incident trends and develop strategies to minimize recurrence, improving overall service quality and efficiency.

• Facilitate incident management meetings, including major incident reviews and post-incident analysis, to identify root causes and implement corrective actions.

• Collaborate with support teams and technical experts to prioritize and escalate incidents as necessary, ensuring timely resolution.

• Maintain accurate incident records in the ticketing system, ensuring all relevant information is captured and documented for future reference.

• Develop and maintain incident management documentation, including procedures, guidelines, and reporting templates.

• Provide training and guidance to support staff on incident management processes and ITIL principles.

 

Qualifications:

• Bachelor’s degree in IT, Computer Science, or a related field.

• Proven experience in incident management or a similar role within an IT service management environment.

• Strong understanding of ITIL principles and frameworks, with ITIL certification preferred.

• Excellent communication skills in both English and French; proficiency in additional languages is an advantage.

• Strong analytical and problem-solving skills, with the ability to think critically and strategically under pressure.

• Proven ability to manage multiple incidents and prioritize effectively in a fast-paced environment.

• Experience with incident management tools and ticketing systems.

 

Benefits:

• Competitive salary with performance-based bonuses.

• Comprehensive benefits package, including health insurance and retirement plans.

• Opportunities for professional development and certifications in relevant ITIL processes and tools.

• A dynamic and supportive work environment that values innovation and collaboration.

• The chance to make a significant impact on service delivery and customer satisfaction.