Incident Process Manager Jobs

The Incident Process Manager is responsible for the incident-centric IT Service Management (ITSM) process areas: incident, major incident, problem, and knowledge, as well as performing the role of Major Incident Coordinator (MIC).

As the Process Owner for the ITSM processes, you will be responsible for the design, implementation, and governance of the processes, procedures, controls, and key performance indicators, and accountable for the quality and consistency of their execution, in alignment with SMO policies and objectives.

What you’ll bring:

· 5 years’ demonstrable experience in Incident & Request Management

· 3 years’ Major Incident Coordinator experience and using ServiceNow or equivalent ITSM tool

· 2 years’ experience or equivalent knowledge in the area of IT infrastructure

· Fluent knowledge of ITIL v3 or 4

· Business process design and documentation, including excellent Visio skills

· Strong communication skills, both written and verbal, with the ability to present technical topics to leadership on down

· Excellent stakeholder management skills

· Strong IT infrastructure knowledge; proven root cause analysis skills