Assistant Incident Response Manager

This role will oversee major incidents related to shared services, ensuring swift resolution and minimal business impact. It also involves providing updates to management, coordinating communications during incidents, and supervising the incident management team. The ideal candidate should have strong understanding of IT service management practices, particularly ITIL; and proficiency in cloud technologies and troubleshooting tools.

Responsibilities:

• Oversee and facilitate the resolution of major incidents and potential major incidents in collaboration with the technical team related to shared services, aiming to reduce resolution time and minimize business impact on BUs.

• Provide consistent updates on the incident status to the Group Technology management team and local BU representatives.

• Serve as the 24/7 contact point and coordinator upon identification of a major incident, ensuring effective communication and prompt resolution.

• Supervise the incident management process and the team members involved in the resolution of incidents.

• Respond to reported service incidents, determine their causes, and initiate the incident management procedures.

• Prioritize incidents based on their urgency and impact on the business.

• Create documentation outlining incident protocols to demonstrate how incidents were managed.

• Work alongside the incident management team to ensure protocols are strictly adhered to.

• Record all reported incidents and their resolutions to identify any recurring issues.

• Review and adjust the incident management process as necessary to maintain its effectiveness.

• Communicate with management regarding any significant issues detected within the IT system.

Requirements:

• Minimum of four years of IT experience in infrastructure or service management.

• A degree in Information Technology or a related field.

• Strong understanding of IT service management practices, such as ITIL, is essential.

• Experience with Azure/AWS Cloud technologies is advantageous.

• Proficient in technical writing and documentation, along with strong presentation skills.

• Comprehensive understanding of networking infrastructure components and large-scale enterprise implementations.

• Familiar with security protocols such as PKI and certificates.

• Experience with various troubleshooting tools, such as Wireshark and Fiddler, is a plus.