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
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