Incident Management Specialist

Overview

The Incident Management Specialist ensures efficient resolution of IT service disruptions in a complex global environment, minimizing business impact while maintaining high service availability. This role is central to technology operations, coordinating technical teams during critical incidents and managing stakeholder communication.

Key Responsibilities

• Monitor and oversee major incidents from detection through resolution

• Facilitate incident bridge calls with relevant teams during critical issues

• Manage Jira Service Management tickets with rigorous follow-up and closure procedures

• Conduct Post-Incident Reviews and maintain detailed incident records

• Collaborate with Problem Management to identify root causes and prevent recurring issues

• Track production activities and assess impact of deployments and changes on business KPIs

• Escalate issues to SRE, Service Desk, or third-party providers as needed

• Prepare incident advisories and provide timely updates to Senior Management

• Coordinate major and minor incident investigations across platforms

• Perform shift handovers and team lead administrative duties including scheduling

Requirements

• Bachelor's degree in computer science or related technical field

• 3+ years of incident management experience in complex global IT environments

• Strong ITIL methodology knowledge and end-to-end support practices

• Proficiency with communication and monitoring tools including Slack, Statuspage, and network/application monitoring systems

• Exceptional written and verbal communication skills

• Strong people management and organizational abilities

• Ability to remain decisive under pressure with sound judgment