Incident Manager (TBC)

Responsibilities:

Incident Coordination & Management:

Act as the primary point of contact and coordinator for assigned incidents, from initial detection through resolution.

Assess incident severity and impact, determining appropriate escalation paths and response teams.

Facilitate incident resolution by coordinating efforts between various technical teams (e.g., engineering, operations, network, security, vendor support).

Ensure all incident activities, communications, and status updates are accurately documented in the incident management system - JIRA Service Management

Communication & Reporting:

Develop and disseminate timely, clear, and concise communications to relevant stakeholders, including internal teams, management, and potentially affected customers.

Provide regular updates on incident status and progress - Atlassian Status Page

Prepare incident reports and summaries for review by management.

Process Adherence & Improvement:

Adhere to established incident management processes, procedures, and service level agreements (SLAs).

Identify opportunities for process improvements to enhance the efficiency and effectiveness of incident response.

Contribute to the development and refinement of incident runbooks and playbooks.

Problem Identification & Prevention:

Work closely with problem management and other teams to identify root causes of recurring incidents.

Contribute to efforts aimed at preventing future incidents by documenting findings and suggesting preventative measures.

On-Call Rotation:

Participate in an on-call rotation to provide 24/7 incident coverage as required.

Qualifications:

Experience:

3 years of experience in IT operations, technical support, or a similar role, with a strong focus on incident management.

Proven experience coordinating technical teams during critical incidents.

Technical Aptitude:

Solid understanding of common IT infrastructure components (e.g., servers, networks, databases, cloud platforms).

Ability to quickly grasp technical concepts and understand the potential impact of incidents on various systems.

Experience with incident management tools (e.g., ServiceNow, PagerDuty, Opsgenie, JIRA Service Management).

Soft Skills:

Excellent written and verbal communication skills, with the ability to convey complex technical information clearly to both technical and non-technical audiences.

Strong organizational skills and the ability to manage multiple priorities simultaneously in a fast-paced environment.