Incident Manager at MacTay Consulting

  • 9 months ago

Job Description

Job Responsibilities:

  • Lead and facilitate the engaged team toward restoration of service in shortest possible lead times.
  • Engage relevant stakeholders & escalate when necessary to expedite resolution.
  • Ensure RT adopts optimal mindset which balances best path to resolution and protection of customer interests.
  • Initiate management and technical escalations when required.
  • Log all Incident details, allocating approved categorization and prioritization.
  • Keep users informed about their IncidentsТ status at agreed intervals.
  • Associate Incidents with other records (i.e. Changes, Problems, repetitive incidents).
  • Provide first-line investigation and diagnosis of all Incidents via major incident report.
  • Ensure recovery team remains sensitive to collection and correlation of data for potential RCA post event.
  • Escalate critical outages to Problem Manager after restoration for RCA.
  • Remain available at all times during the designated shift and/or roster period.
  • End to end incident owner.

Job Requirements:

  • Leadership skills: Good in People and Process Management
  • Language skills: Fluent spoken English & excellent English written communication skills
  • Values and behaviors: Pro-active and able to work under pressure
  • First Degree from any institution
  • Years of experience: 3-6.

Method of Application

Interested and qualified candidates should forward their CV to: using the “Job title” as subject of the email.

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