Incident Manager MS IT

About the role

We are looking for an experienced Incident Manager to lead our IT operations in a 24/7 production environment. The role serves as the onsite focal point, coordinating offshore teams to ensure rapid incident resolution, SLA compliance, and high service availability.

Key responsibilities

• Lead and coordinate Incident Management and L1 Monitoring Operations.
• Manage major and critical incidents, conduct bridge calls and drive escalations.
• Oversee alarm/event monitoring, ticket handling, troubleshooting, assignment and escalation activities.
• Ensure effective resolution of recurring issues and follow‑up on Root Cause Analyses.
• Monitor offshore team performance against SLAs and KPIs, and recommend process improvements.
• Analyse incident trends and implement automation and monitoring enhancements.
• Maintain operational procedures, escalation matrices and troubleshooting guides.
• Prepare and present operational, SLA, KPI and incident performance reports.

Required profile

• Bachelor’s degree in Telecommunications, Computer Science, IT, Engineering or a related field.
• Minimum 5 years of experience in IT/Telecom Operations, NOC/SOC or Service Operations.
• Proven experience managing major incidents and production support environments.
• Hands‑on knowledge of L1 monitoring, event/alarm management and ticketing processes.
• Experience coordinating offshore operational teams.
• Strong understanding of ITIL Incident, Problem and Change Management practices.
• Ability to work under pressure, manage multiple priorities and communicate effectively with stakeholders.

Required skills

• HPSM
• OBM
• Nagios
• AppDynamics
• ITIL (Foundation or higher)
• Virtualization technologies
• Cloud platforms
• Containers and Kubernetes
• Routers, switches, firewalls and load balancers
• Automation and AIOps tools
• SLA/KPI reporting
• Problem Management and RCA processes