Job Title: Senior Incident Manager
Location: Remote
Assignment Type: Technical Assistance

Purpose of the Role:
The Senior Incident Manager plays a vital role in overseeing complex IT infrastructure environments, ensuring
the swift and effective resolution of high-impact incidents. This position involves global coordination,
collision analysis, and the monitoring of change execution to closure. The role requires solid technical
knowledge across general IT infrastructure layers to manage and maintain the core systems supporting
production services.

Key Responsibilities:
• Manage IT incidents to minimize service disruptions and restore normal operations quickly.
• Receive, prioritize, and categorize incident reports based on severity and business impact.
• Maintain clear communication with stakeholders and end-users regarding incident status and resolution.
• Coordinate with technical teams to diagnose and resolve incidents; escalate when necessary.
• Analyze incident data to identify trends, root causes, and implement corrective actions.
• Organize and chair Post Incident Reviews (PIRs), emphasizing continuous improvement and lessons
learned.
• Ensure incident management tools and documentation are regularly updated and maintained.
• Deliver clear and high-quality presentations on incident timelines, causes, and resolutions.
• Contribute to the enhancement of incident management processes.
• Perform operational tasks including system setup, monitoring, troubleshooting, and preventive
maintenance, following established procedures.

Qualifications and Requirements:
• Proven experience in incident management in complex infrastructure environments
• Strong analytical and communication skills
• Solid understanding of IT service management processes
• Ability to lead and collaborate across global technical teams
• Experience with monitoring and incident management tools
• Candidates will rotate within a shared resource pool.