Incident Manager

Job Descriptions:

Incident Management

• Lead, manage, and coordinate the resolution of incidents related to software integration, implementation, and overall system performance.
• Ensure prompt response and remediation to minimise disruptions to business operations.
• Prioritise incident tickets based on their severity, ensuring compliance with service level agreements (SLAs).
• Track incident progression, maintain clear communication with stakeholders, and manage resources for efficient resolution.
• Collaborate with cross-functional teams, including software developers, system administrators, and end-users, to diagnose, analyse, and troubleshoot software-related issues.
• Maintain accurate documentation of incidents, troubleshooting steps, and resolutions in the company’s incident management system.
• Leverage monitoring tools to engage in both reactive and proactive incident management, identifying potential issues before they impact business operations.

Software Integration

• Collaborate closely with the development teams to understand software integration requirements, ensuring smooth transitions during integration processes.
• Oversee and participate in the testing of new software solutions, ensuring quality assurance before rolling out to clients.
• Troubleshoot and resolve integration issues, working with software engineers and system administrators to ensure that software components function seamlessly together.
• Continuously assess and improve software integration processes to enhance system reliability.

Implementation Planning

• Develop, manage, and execute implementation plans for new software releases, updates, patches, and system upgrades.
• Ensure minimal disruption to business operations by considering system dependencies, potential user impact, and business continuity during the implementation of new solutions.
• Collaborate with product teams to identify risks during the implementation phase and create mitigation strategies.
• Ensure proper communication with all relevant stakeholders throughout the planning and execution phases of software rollouts.

Work pattern - night shift from 5:00 PM to 1:00 AM. 

Qualifications and Experience:

• A degree in Computer Science, Information Technology, or a related field; or
• 3+ years of experience in IT service management, incident management, or software integration in a technical or data-centric company.
• Strong understanding of ITIL processes and best practices for incident and problem management.
• Experience working with monitoring and incident management tools (e.g., ServiceNow, Splunk, Datadog, etc.).
• Familiarity with software development lifecycles, testing frameworks, and system integration methodologies.
• Demonstrated ability to troubleshoot complex technical issues and work collaboratively with software developers, system engineers, and other technical employees.

Skills and Competencies:

• Strong analytical and problem-solving skills with the ability to think on your feet and remain calm under pressure.
• Excellent communication skills, both verbal and written, with the ability to effectively engage with technical and non-technical stakeholders.
• Proven ability to prioritise tasks and manage multiple incidents simultaneously while ensuring adherence to SLA’s.
• Hands-on experience with software testing and integration, with a keen eye for detail to ensure software quality.
• Proactive mindset with the ability to foresee potential issues and implement measures to prevent them.
• Strong project management skills for overseeing software implementation plans and ensuring smooth deployments.

Additional Requirements:

• Willingness to be part of an on-call rotation for after-hours incident management.
• Ability to work in a fast-paced, dynamic environment with a strong focus on continuous improvement.
• Certification in ITIL, Incident Management, or other related areas is preferred but not mandatory.

Why Join Us?

• Be part of a forward-thinking company at the cutting edge of data analytics.
• Work in a collaborative environment where your expertise and contributions are valued.
• Opportunity to lead critical incident management initiatives that directly impact the business.
• Competitive salary, benefits, and professional development opportunities.