WPP | Senior Incident Manager APAC | Chennai | 14-03-25 | JobId: 12522

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Industry Type:
Advertising Services

Job Detail:

Why were hiring:
The Senior Incident Manager will lead the resolution of critical incidents and ensure the stability and reliability of IT services. The role involves managing high-severity incidents, collaborating with cross-functional teams, and driving process improvements to minimize downtime and enhance customer satisfaction.
What youll be doing:
    • Incident Management Leadership:
    • Take ownership of major incidents (P1/P2) to ensure timely resolution and minimal business impact.
    • Act as the central point of contact during high-severity incidents, coordinating with technical teams, stakeholders, and vendors.
    • Drive the incident resolution process, including identification, escalation, troubleshooting, and closure.
    • Communication and Stakeholder Management:
    • Provide clear and timely communication to stakeholders, including senior management, during incidents.
    • Deliver post-incident reports with root cause analysis, impact assessments, and preventive recommendations.
    • Ensure effective collaboration and alignment with incident, problem, and change management processes.
    • Incident Monitoring and Reporting:
    • Monitor incident trends and performance metrics to identify areas for improvement.
    • Analyze data from ITSM tools to generate reports on incident volumes, response times, and resolution rates.
    • Define and track key incident management KPIs to ensure process effectiveness.
    • Process Improvement:
    • Continuously refine incident management processes to enhance efficiency and reduce response times.
    • Identify recurring incidents and drive proactive measures to prevent future occurrences.
    • Collaborate with Problem Management to ensure effective root cause identification and resolution.
    • IT Service Management (ITSM):
    • Leverage ITSM tools (e.g., ServiceNow, Jira Service Management) to manage and document the incident lifecycle.
    • Ensure adherence to ITIL best practices in incident resolution and service restoration.
    • Team Coordination and Training:
    • Guide and mentor junior incident managers and service desk teams on incident handling best practices.
    • Lead war rooms and crisis management calls during major incidents.
    • Develop and deliver training programs to improve incident management capabilities across the organization.
What youll need:
  • Technical Skills:
  • Strong knowledge of ITIL frameworks, especially Incident, Problem, and Change Management.
  • Hands-on experience with ITSM tools like ServiceNow, BMC Remedy, or equivalent.
  • Familiarity with monitoring and alerting tools (e.g., Splunk, Dynatrace, Nagios, PagerDuty).
  • Certifications:
  • ITIL v4 Foundation certification (mandatory).
  • ServiceNow certification (preferred).
  • Soft Skills:
  • Exceptional communication and stakeholder management skills.
  • Strong analytical and problem-solving abilities to drive swift incident resolution.
  • Ability to work under pressure and manage multiple priorities in a fast-paced environment.
Who you are:
Youre open

:

We are inclusive and collaborative; we encourage the free exchange of ideas; we respect and celebrate diverse views. We are accepting: of new ideas, new partnerships, new ways of working.

Youre optimistic

:

We believe in the power of creativity, technology and talent to create brighter futures or our people, our clients and our communities. We approach all that we do with conviction: to try the new and to seek the unexpected.

Youre extraordinary: we are stronger together: through collaboration we achieve the amazing. We are creative leaders and pioneers of our industry; we provide extraordinary every day.
What well give you:
Passionate, inspired people – We promote a culture of people that do extraordinary work.
Scale and opportunity – We offer the opportunity to create, influence and complete projects at a scale that is unparalleled in the industry.
Challenging and stimulating work – Unique work and the opportunity to join a group of creative problem solvers. Are you up for the challenge
#LI-Onsite

Apply Here:

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