IT Incident Manager

About CoorB

CoorB specializes in delivering cutting-edge, end-to-end solutions designed to enhance operational efficiency through process automation, user experience optimization, and advanced data analytics. Leveraging deep industry expertise, we empower organizations to achieve operational excellence, safeguard IT investments for long-term viability, and maintain a competitive advantage in the dynamic finance sector.

Our Opportunity

We are seeking a highly skilled and proactive IT Incident Manager to oversee and govern the incident management lifecycle across the organization. This critical role is responsible for ensuring that all IT incidents—ranging from routine issues to critical emergencies—are swiftly detected, effectively managed, and thoroughly resolved in alignment with ITIL best practices. The Incident Manager serves as a strategic steward of IT service stability, preventing unauthorized or inadequately planned changes from disrupting business operations.

In this capacity, you will act as a central liaison between technical teams, vendors, business stakeholders, and senior leadership, balancing the need for rapid response with rigorous governance. Your expertise will be pivotal in maintaining high service availability, minimizing downtime, and fostering a culture of continuous improvement within IT Operations.

Your Responsibilities

• Incident Lifecycle Management: Own the complete incident lifecycle, from initial detection and logging to resolution and formal closure, ensuring adherence to ITIL frameworks and organizational policies.
• Cross-Functional Coordination: Lead and coordinate incident response efforts across diverse technical teams, external vendors, and business stakeholders to expedite service restoration and minimize operational impact.
• Major Incident Management (MIM): Drive Major Incident Management bridges, facilitating clear communication, decisive escalation, and structured resolution processes during high-severity incidents.
• Documentation & Reporting: Ensure all incidents are accurately categorized, prioritized, and documented within the ITSM platform. Generate timely incident notifications and status updates for technical teams, management, and affected end users.
• Escalation Leadership: Serve as the primary escalation point for Severity 1 and Severity 2 incidents, providing expert guidance and decisive action to restore services promptly.
• Post-Incident Analysis: Chair post-incident review (PIR) meetings, analyze incident root causes, and publish comprehensive incident reports to leadership to drive corrective and preventive actions.
• Process & Playbook Development: Define, maintain, and continuously improve incident management processes, playbooks, and runbooks to enhance efficiency and consistency.
• Performance Tracking & Reporting: Monitor incident trends, generate KPI dashboards, and produce SLA performance reports to identify areas for improvement and ensure compliance with organizational targets.
• Problem Management Collaboration: Identify recurring incidents and partner with Problem Management to implement sustainable solutions, eliminating root causes and reducing future disruptions.
• Cultural Advocacy: Champion a culture of continual service improvement across IT Operations, fostering collaboration, accountability, and innovation.
• Compliance & Governance: Ensure all incident management activities align with organizational policies, regulatory requirements, and audit expectations, maintaining robust governance frameworks.
• Operational Readiness: Maintain and rigorously test incident escalation matrices and on-call rosters to ensure preparedness for all potential scenarios.
• Change Management Synergy: Collaborate closely with Change Management to assess the correlation between incidents and changes, ensuring a holistic approach to IT service stability.

Your Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent professional experience).
• Minimum of 4–6 years of hands-on experience in IT Service Management, with at least 2 years dedicated to Incident Management in a fast-paced, enterprise environment.
• Mandatory: ITIL Foundation certification (v3 or v4). Preferred: ITIL Practitioner or Managing Professional certification.
• Proven track record managing Major Incidents in complex, multi-vendor IT environments, demonstrating resilience under pressure.
• Hands-on experience with leading ITSM platforms such as ServiceNow, Jira Service Management, or BMC Remedy.
• Strong technical acumen in IT infrastructure, cloud platforms (e.g., AWS, Azure, GCP), and enterprise application ecosystems.
• Exceptional written and verbal communication skills, with the ability to distill complex technical issues into clear, actionable insights for non-technical stakeholders.
• Demonstrated ability to manage multiple priorities in a high-pressure environment while maintaining focus on critical objectives.
• Preferred Certifications: ITIL 4 Managing Professional or Strategic Leader certification.
• Experience with monitoring and observability tools, including Dynatrace, Splunk, PagerDuty, or OpsGenie.
• Familiarity with DevOps and Site Reliability Engineering (SRE) practices, including automation and incident response optimization.
• Prior experience working within an ITIL-mature organization with well-established governance frameworks.
• Exposure to compliance standards such as ISO 20000, ISO 27001, or SOC 2, ensuring alignment with industry best practices.