Job Description

Incident Manager - Role Overview


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Responsible for the execution and continuous improvement of the Incident Management process, with strong focus on ServiceNow, process design, SLA management, and performance analytics.

Key Responsibilities

  • Design, maintain, and continuously improve the Incident Management process (ITIL aligned)
  • Create and update process documentation and work instructions
  • Ensure proper incident handling, prioritization, and SLA compliance
  • Act as ServiceNow SME for Incident Management (configuration, workflows, data quality)
  • Define and manage SLAs, KPIs, and operational metrics
  • Develop and maintain advanced analytics, dashboards, and reporting (Performance Analytics)
  • Monitor and drive reduction of incident backlog and aging tick...

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