Position: Incident Manager
Category: Support
English level: intermediate
Years of experience: 4


Highly motivated and responsible Incident Manager for planning and coordinating all the activities required to perform, monitor, and report on the IM process
Act as an escalation point for all the incidents handled by the support team
Develop and mature phone/incident escalation processes to ensure free-flowing escalation and information
Monitor the incidents to ensure that the Service Level Agreement is respected
Identify, initiate, schedule, and conduct incident reviews
Ensure the closure of all resolved and end-user confirmed Incident record

 Managing technical resources through to resolution
 Investigating logs to track issues and ensure resolution
 Create known error records and appropriate workaround and potential solutions
 Ensure all administration and reports are maintained including post-major incident reviews
 Support and guidance for conducting Root Cause Analysis (RCA) with the Problem and Escalation Manager
 

2+ of experience as an Incident Analyst 
Reviewing, categorizing correctly the incidents
Analysis of the issue, documentation, provide workarounds and solutions that will solve the customer's problem
Prioritizing SLA of incidents, discovering potentials bugs, creating spikes, tasks , bugs for the Product /Software Development team