Next Gen Technology Georgia LLC is pleased to announce a vacancy for the position of Incident Manager

Overview:

The Incident Manager will be responsible for ensuring the efficient resolution of IT service disruptions, minimizing business impact, and maintaining high levels of service availability. This role involves coordinating technical teams during critical incidents, managing communication with stakeholders, and implementing continuous improvement practices in a global environment.

Key Responsibilities:

Manage application availability and operations:

• Always on top of any major incident and oversee the entire process from detection to resolution.
• Facilitate bridge calls with relevant teams during major incidents and potential critical issues.
• Maintains quality handling of Jira tickets, from creation to closure. Constant follow-up on open tickets as necessary.
• Maintain detailed incident records and ensure PIRs are conducted.
• Collaborate with Problem Management to identify root causes and recurring issues.
• Awareness on any production activities and understand the impact of all project deployment and change implementation on both technical and business KPIs.
• Engage leads and managers in constantly driving continuous improvement on their teams.
• Work closely with SRE and SD to quickly identify issues that need to be escalated to the relevant teams/3rd party providers.

Manage communications to senior management and various business teams

• Ensure concise and accurate incident advisories are sent on time.
• Ensure timely updates to the Senior Management about the progress of the major incidents.

Work on Event Management System during maintenances and service interruptions

• Recommend or work with managers and leads to create, update or maintain Alert Policy or Rules in Event Management System depending on the integration and their triggers/priorities.
• Coordination of major and minor incident investigations using JIRA Service Management and different ticketing platforms of service providers.
• Provide proper handover about the issues and activities that the next shift needs to be aware of.
• Perform administrative duties of Team Lead i.e. shift rotating scheduling preparation.

Requirements:

• Bachelor's degree in computer science or any related technical field.
• 3+ years of experience in Incident Management, Change and Problem Management Process within complex and global IT environments.
• Experienced in ITIL methodologies, end-to-end support and/or related practice.
• Background in communication tools and platforms i.e. Slack, Statuspage, Skype and others.
• Experience working with incident management systems and network / infrastructure / application monitoring tools.
• Exceptional business communication skill in speaking and writing.
• Possess people management and organizational skills.
• Critical thinker and provide sound judgment in every situation.

Please send your CV to the following email address: jomere@smartkoin.net