Incident Management Unit Head

The Incident Management Unit Head is responsible for overseeing the organization’s incident management function to ensure the timely and effective resolution of IT incidents.

Responsibilities

• The role leads the response to major and critical incidents, manages incident management specialists, and ensures proper coordination and communication with stakeholders.
• The position also drives continuous improvement of incident management processes, monitors service performance metrics, and collaborates with the Service Desk to enhance overall service delivery and customer satisfaction.
• Develop, document, and continuously improve incident management processes and procedures.
• Lead and coordinate the response to major or critical incidents to ensure rapid resolution and minimal service disruption.
• Supervise and guide incident management specialists to maintain high performance during incident handling.
• Establish clear communication channels to provide timely updates to stakeholders during incidents.
• Prepare incident reports, including timelines, actions taken, and post-incident analysis.
• Monitor incident management metrics and trends, and provide regular reports to management.
• Identify opportunities to enhance processes, tools, and training programs for the team.
• Coordinate with the Service Desk to ensure timely ticket handling, resolution, and effective knowledge management.
• Assist in managing and improving IT Service Management (ITSM) tools to support efficient service delivery.

Requirements

Knowledge of ITSM and ITIL v3/v4 frameworks

• Understanding of Incident, Problem, Service Level, and Availability Management Experience in IT Service Desk operations and ServiceNow is an advantage
• Strong communication, critical thinking, teamwork, and attention to detail Experience in process improvement and cross-team collaboration