IT Incident Manager
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Job Description
IT Incident Manager responsible for managing all incoming IT support requests and ensuring resolution within SLAs. Collaborating with IT teams to improve incident handling and automation.
Responsibilities:
- Monitor and triage all incoming support requests logged in various IT tracking systems (e.g., Freshservice, custom issue log, direct requests from stakeholders)
- Validate request completeness and ensure all required details are captured
- Assess each incident for severity, business impact, and completeness
- Determine appropriate priority based on facts provided in the incident
- Identify incidents vs. enhancements and route accordingly
- Assign incidents to the proper resource or team (IT Support, 3rd Party Partners, ERP/Business Applications)
- Confirm resolution quality, validate with requestors, and keep incident tracking systems clean by closing tickets
- Analyze incident trends, root causes, and recurring issues; propose problem management initiatives
- Partner with teams to improve incident prevention, monitoring, alerting, and automation
- Work across all areas of IT: traditional IT support (end-user, infrastructure), software development (applications, integrations), and ERP configuration/support
- Collaborate with Product Owners and Business Analysts to align incident handling with business priorities
Requirements:
- 3–5+ years of experience in Incident Management or Service Desk
- Strong understanding of ITIL concepts (Incident, Problem, Change, SLA, Priority/Urgency, CMDB)
- Proven ability to assess severity, business impact, and ROI to prioritize effectively
- Excellent communication skills with the ability to coordinate across technical and non-technical stakeholders
- Strong organizational skills and attention to detail; comfortable managing multiple concurrent incidents
Benefits:
- Rewards for hardworking, innovative, and dedicated employees
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