IT Service Manager

Incident Management

Manage the Incident Management (IM) space, ensuring timely communication and coordination, including coverage outside regular hours when required and as well weekends rotational on call duty

Oversee and continuously improve the Incident Management process, ensuring it is well-documented, understood, and consistently followed.

Monitor performance metrics and dashboards to identify and drive process improvements.

Serve as the escalation point for high-impact incidents and lead Major Incident Management, including formal declaration and activation of the Major Incident Team (War Room/Virtual Command Centre).

Coordinate resolution/recovery efforts, ensuring efficient resource use and clear stakeholder communication.

Update and maintain accurate and detailed incident records in the ITSM tool, capturing key events, decisions, and actions.

Manage the Problem M...