Incident Manager

TAWANTECH

Key Responsibilities

• Lead the end-to-end incident management process to ensure fast response and business continuity.
• Coordinate with technical, business, and vendor teams during critical incidents.
• Conduct root cause analysis (RCA) and ensure preventive measures are implemented.
• Communicate incident status, impact, and resolution progress to stakeholders.
• Track SLAs and KPIs to ensure compliance with service standards.

Tier 1 Support (First Line of Defense)

• Serve as the initial point of contact for all IT service disruptions and requests.
• Perform basic troubleshooting (system checks, log review, user issue validation).
• Record and classify incidents accurately in the ITSM system.
• Escalate unresolved issues to Tier 2 teams with full incident context.
• Monitor alerts from monitoring tools (e.g., Dynatrace, SCOM, Splunk) and take initial action.

Tier 2 Support (Advanced Troubleshooting)

• Handle escalated incidents requiring deeper technical investigation.
• Perform system diagnostics, configuration reviews, and recovery actions.
• Collaborate closely with application, infrastructure, and network teams.
• Provide temporary workarounds and coordinate permanent fixes.
• Support post-incident reviews to identify service gaps and improvement areas.

Requirements

• Bachelor s degree in Computer Science, Information Technology, or related field.
• 10+ years of experience in IT incident management or IT operations.
• Experience leading Tier 1 & Tier 2 teams in large-scale IT environments.
• Strong background in banking or financial services technology operations.
• Solid understanding of ITIL v4 and ITSM frameworks.
• Hands-on experience with CA Service Desk, OpenText SMAX, or similar tools.
• Strong communication, analytical, and leadership skills.

Preferred Qualifications

• ITIL certification or equivalent.
• Experience in automation, release management, and root cause analysis.
• Familiarity with ServiceNow, Jira, or other incident management platforms.