The role ensures that service disruptions are managed effectively across 1st, 2nd, and 3rd line support teams and third-party service providers, in accordance with ITIL best practices and agreed Service Level Agreements (SLAs).

ROLE REQUIREMENT

Incident Management Process Execution

• Promote and ensure correct usage of the Incident Management process across all support levels.
• Coordinate the end-to-end lifecycle of incidents to ensure timely restoration of services.
• Ensure incidents are resolved in line with SLA targets and operational priorities.
• Act as a functional escalation point for Incident Analysts and Service Desk staff.
• Escalate to line management when service levels are at risk of being breached.

Major Incident Management

• Coordinate and manage Major Incidents, ensuring structured communication, prioritisation, and resolution.
• Facilitate collaboration across cross-functional support teams during major incidents.
• Ensure post-incident reviews are conducted and improvement actions identified.
• Participate in RCA and Problem Management Process.

Cross-Functional Coordination

• Work closely with the Service Desk Manager to ensure the Service Desk operates as the Single Point of Contact (SPOC).
• Ensure incidents are routed correctly and prevent bypassing of the Service Desk.
• Coordinate activities across 1st, 2nd, and 3rd line support teams and third-party vendors.

Process Governance & Improvement

• Monitor Incident Management performance using qualitative and quantitative KPIs.
• Produce accurate management information and incident performance reporting.
• Identify trends, recurring incidents, and systemic issues and escalate to Problem Management.
• Participate in the development, maintenance, and review of Incident Management policies, procedures, and standards.
• Conduct regular audits of the Incident Management process and tools.
• Identify opportunities to improve tools, workflows, and automation.

Coaching & Enablement

• Coach Incident Analysts and support teams on correct process usage and best practices.
• Identify training requirements across support teams and support enablement initiatives.
• Contribute to customer and end-user education needs through incident trend analysis.

Tools & Systems

• Support the configuration, maintenance, and effective use of Incident Management systems.
• Ensure accurate logging, categorisation, prioritisation, and documentation of incidents.
• Ensure access to Known Error and knowledge information is available to support teams.

KEY PERFORMANCE INDICATORS (KPIs)

• Incident resolution within SLA targets
• Mean Time to Respond (MTTr)
• Mean Time to Restore (MTTR
• Effectiveness of Major Incident handling
• Reduction in repeat and recurring incidents
• Accuracy and quality of incident records and reporting
• Timely and accurate reporting as per contractual requirements
• Stakeholder satisfaction with incident handling
  

JOB SPECIFIC REQUIREMENTS

PROFESSIONAL COMPETENCIES

• Strong understanding of ITIL Incident Management and other related ITIL practices
• Experience coordinating incidents across multi-tier support environments
• Strong analytical and problem-solving capability
• Ability to work under pressure in high-impact service environments
• Strong stakeholder communication and coordination skills
• Attention to detail and quality assurance

TECHNICAL & OPERATIONAL SKILLS

• Experience working with ITSM tools and service management platforms
• Proficiency in reporting, dashboards, and operational documentation
• Understanding of IT infrastructure and service dependencies
• Ability to analyse incident trends and performance data.

Essential

• 2–3 years’ experience in IT Service Management with a focus on Incident Management
• Proven experience supporting or coordinating critical incident responses

Desirable

• Bachelor’s degree in information technology, Computer Science, or related field
• ITIL® Foundation Certification
• Experience in Service Assurance or Managed Services environments
• Exposure to Problem and Change Management processes