Incident Management Specialist

Responsibilities

• Manage high-priority incidents from start to finish.
• Lead incident bridges/war rooms with technical and business teams.
• Provide clear, regular updates to stakeholders, including executives.
• Work with teams to ensure fast resolution and service recovery.
• Coordinate post-incident reviews and follow up on action items.
• Document all incidents accurately in tools like ServiceNow or Jira.
• Identify patterns and suggest improvements to prevent future incidents.
• Collaborate with global teams while keeping regional context in mind (time zones, culture, regulations).

Soft Skills

• Calm and confident in stressful situations
• Strong leadership and decision-making skills
• Clear communicator, both written and verbal
• Detail-oriented with strong follow-up skills
• Team player with a collaborative mindset

Skills:

• Bachelor's degree in Information Technology or a related field (or equivalent experience)
• ITIL Certification (v3 or v4)
• Solid understanding of ITIL / incident management processes
• Experience with monitoring tools: Splunk, Datadog, Prometheus, Grafana, etc.
• Basic knowledge of cloud platforms (AWS, Azure, GCP) and infrastructure
• Familiar with ServiceNow, Jira, PagerDuty, Opsgenie, or similar tools
• Understanding of APIs, microservices, and application architecture
• Exposure to security incidents and SIEM tools like Splunk ES or Sentinel
• Experience with root cause analysis (5 Whys, Fishbone, etc.)
• Awareness of disaster recovery and compliance (e.g., GDPR, HIPAA)
• Experience in a global or regional incident manager role
• Background in IT operations, SRE, or technical support
• Familiarity with regulated industries (e.g., finance, healthcare)