Incident Manager – Retail IT

About the role

Our client, a leading organization in Retail Technology and IT Services, is looking for an Incident Manager to oversee Retail IT incidents. Reporting to the IT Service Delivery Manager, you will ensure timely resolution of incidents across store technology, networking, and applications.

Key responsibilities

• Log, classify, and prioritize incidents in ServiceNow according to SLAs.
• Coordinate with store technology, networking, and application teams to resolve incidents within agreed timeframes.
• Conduct root‑cause analysis and document lessons learned.
• Maintain accurate incident records and produce regular status reports for management.
• Escalate complex incidents to senior technical staff and ensure timely resolution.
• Collaborate with change management to assess impact of planned changes on incident trends.
• Participate in on‑call rotations and provide 24/7 support coverage as required.
• Identify and recommend process improvements to enhance incident response efficiency.

Required profile

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• ITIL Foundation certification (preferred).
• ServiceNow Certified System Administrator (preferred).
• Proven ability to manage incidents in a retail or high‑availability environment.

Required skills

• Root Cause Analysis
• Retail Systems Management
• Retail Store Infrastructure
• ServiceNow
• ITSM
• WAN
• Networking
• ITIL Foundation
• Incident Management
• LAN