ITIL Incident Management Associate Service Lead

Job Description Incident Manager - Own and coordinate the end-to-end incident management process to restore business services as quickly as possible , minimize business impact, and ensure effective communication and escalation during critical incidents Experience 5+ years in IT Operations, Service Management, Production Support, or Application Support. 2+ years managing Major/Critical Incidents in complex enterprise environments. Experience with tools such as ServiceNow, Jira, Confluence, Monitoring Platforms (Centreon, Dynatrace, etc.) preferred Experience coordinating cross-functional teams across infrastructure, applications, security, and business stakeholders. Technical Skills Incident Management Major Incident Handling Problem Management Change Management SLA & KPI Management Monitoring and Alerting Platforms IT Service Management (ITSM) Disaster Recovery & Business Continuity awareness Soft Skills Strong leadership during crisis situations Excellent verbal and written communication Stakeholder management Decision-making under pressure Conflict resolution Facilitation of technical and business discussions Strong organizational and coordination skills Total Experience Expected: 06-08 years Qualifications Bachelor's degree in Information Technology, Computer Science, Engineering ITIL Foundation certification (mandatory/preferred). ITIL Incident Management, Problem Management, or Service Operations certifications are advantageous. Additional Information At our organization, we are committed to fighting against all forms of discrimination. We foster a work environment that is inclusive and respectful of all differences. All of our positions are open to people with disabilities.