Incident Management Specialist

About the CompanyThe Incident Management Specialist is responsible for coordinating the effective resolution of major incidents impacting critical services. This role focuses on incident coordination, stakeholder communication, and metrics tracking, without people management or team leadership responsibilities.About the RoleThis role focuses on incident coordination, stakeholder communication, and metrics tracking, without people management or team leadership responsibilities.ResponsibilitiesCoordinate response activities for major incidents affecting critical business servicesQuickly assess incidents and identify the appropriate technical teams to engageFacilitate and lead incident bridges/calls, ensuring discussions remain focused on service restorationCapture and track incident actions, decisions, timelines, and recovery updatesProvide clear, timely, and accurate status updates to senior stakeholdersMaintain regular communication until full service restorationMonitor and track key incident metrics, particularly MTTRSupport post-incident documentation, reporting, and summariesEnsure adherence to incident management processes and communication standardsQualifications3+ years of experience in Incident Management, IT Operations, or Service ManagementExposure to 24x7 production support environments (preferred)Knowledge of ITIL processes (Incident, Problem, Change)ITIL Foundation certification is a plusRequired SkillsStrong background in Incident and Problem ManagementGood understanding of incident performance metrics, especially MTTRAbility to understand technical discussions and summarize them for non-technical audiencesExcellent written and verbal communication skillsStrong coordination and time-management skills in high-pressure situationsPreferred SkillsExperience in Incident Management, IT Operations, or Service ManagementExposure to 24x7 production support environmentsKnowledge of ITIL processes

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