IT Incident Manager

The IT Change Manager is accountable for governing and facilitating the Change Management process across the organization, ensuring that all IT changes u2014 from standard to emergency u2014 are assessed, authorized, implemented, and reviewed in a controlled and risk-managed manner. This role protects the stability of IT services by preventing unauthorized or poorly planned changes from negatively impacting business operations. The IT Change Manager acts as a strategic advisor and process owner, working closely with technical teams, business units, and senior leadership to balance agility with governance.

YOU WILL Own and manage the full incident lifecycle u2014 from detection and logging to resolution and closure u2014 in accordance with ITIL best practices. Coordinate incident response across technical teams, vendors, and business stakeholders to ensure swift restoration of services. Drive Major Incident Management (MIM) bridges, maintaining clear communication and decisive escalation throughout. Ensure all incidents are accurately categorized, prioritized, and documented in the ITSM platform. Produce timely, clear incident notifications and status updates for technical teams, management, and affected end users. Serve as the primary escalation point for Severity 1 and Severity 2 incidents. Chair post-incident review (PIR) meetings and publish incident reports to leadership. Define, maintain, and improve incident management processes, playbooks, and runbooks. Track incident trends and produce KPI dashboards and SLA performance reports. Identify recurring incidents and work with Problem Management to drive root cause elimination. Champion a culture of continual service improvement across IT Operations. Ensure incident management activities align with organizational policies, regulatory requirements, and audit expectations. Maintain and test incident escalation matrices and on-call rosters. Collaborate with Change Management to assess incident-to-change correlation.

TO BE SUCCESSFUL IN THE ROLE YOU NEED Bachelor's degree in Information Technology, Computer Science, or a related discipline (or equivalent experience). Minimum 4u20136 years of experience in IT Service Management, with at least 2 years in an Incident Management role. ITIL Foundation certification (v3 or v4) mandatory; ITIL Practitioner or Managing Professional preferred. Proven experience managing Major Incidents in complex, multi-vendor IT environments. Proficiency with ITSM platforms such as ServiceNow, Jira Service Management, or BMC Remedy. Strong understanding of IT infrastructure, cloud platforms, and enterprise application environments. Excellent written and verbal communication skills, with the ability to communicate technical issues to non-technical audiences. Demonstrated ability to work under pressure, managing multiple priorities in a fast-paced environment. ITIL 4 Managing Professional or Strategic Leader certification. Experience with monitoring and observability tools (e.g., Dynatrace, Splunk, PagerDuty, OpsGenie). Knowledge of DevOps and SRE practices. Experience working within an ITIL-mature organization with well-defined governance frameworks. Exposure to ISO 20000, ISO 27001, or SOC 2 compliance environments