Incident Manager (ITIL)

Main mission

Leads the resolution of major incidents and crisis communication.

5 key responsibilities

• Lead the end-to-end resolution of major incidents.
• Mobilize the right teams and manage the crisis cell.
• Communicate progress to users and management.
• Document and initiate post-incident analyses.
• Improve incident management processes.

Key skills

ITIL, crisis management, coordination, communication under pressure.

What's expected

Services restored quickly and stakeholders informed: organized calm in the storm.

Career paths

Problem Manager, Production Manager, Service Delivery Manager.