Incident Manager II - IN
How You Will Contribute and What You Will Learn
-
Accountable of execution of the Incident Service Restoration activities.
-
Manage, chair and steer all involved parties to resolve Incidents in regular virtual conferences (e.g. technical bridges)
-
Create structured information to communicate to e.g. Service Owner, Business Groups etc. and act as main contact for the Rackspace IT senior management in regards of escalations on Critical Incidents (P1, P2).
-
Organize and follow-up timely Root Cause Analysis and Problem Management with all involved parties
-
Manage priority and risk evaluation of Critical Incidents. Monitor and assess critical incident management team performance and identify actions for continuous improvement
-
Analyze performance trends of different IT groups and provide actionable insights for minimizing critical incidents.
-
Work in close cooperation with Client Service Managers (CSM) as well as Services Owners within IT and act as internal IT stakeholder to improve the effectiveness of resolution. Send timely status updates to the IT and business leaders on Critical IT Incidents.
-
Drive the identification, investigation, and resolution of recurring incidents and service disruptions through effective problem management practices.
-
Facilitate RCA sessions with technical teams, document findings, and ensure corrective and preventive actions are implemented and tracked to closure.
-
Oversee the planning, assessment, approval, implementation, and review of IT infrastructure and application changes in accordance with ITIL standards.
-
Organize and lead Change Advisory Board (CAB) and Emergency CAB (eCAB) meetings, ensuring appropriate risk assessment, stakeholder engagement, and decision-making.
-
Evaluate business, operational, and technical risks associated with proposed changes and implement mitigation strategies to minimize service impact.
-
Analyze trends in incidents, problems, and changes to identify opportunities for process optimization, automation, and service reliability improvements.
-
Maintain adherence to organizational policies, regulatory requirements, audit controls, and ITSM governance frameworks.
-
Develop and maintain dashboards and reports for key metrics such as Change Success Rate, Emergency Changes, Change Backout Rate, Problem Resolution Time, and Repeat Incidents.
-
Work closely with Service Delivery Managers, Technical Teams, Vendors, and Business Stakeholders to coordinate problem resolution and change implementation activities.
-
Ensure all problem records, known error databases, change records, procedures, and process documentation are accurate, up-to-date, and readily available for audit and operational use.
Key Skills And Experience
Must-Have:
-
At least 7-8 years of experience in leading Incident Management in complex technology environments.
-
ITIL V4 foundation certification. Multiple-year experience in ITIL process management.
-
Prior experience of working in critical incident support organization and strong problem-solving skills, sense of urgency.
-
Excellent verbal and written communication, capability to articulate business impact of incidents to higher management
-
Able to work with a team of individuals in our multicultural environment.
-
Strong technical skills and background/experience in one or many of the IT domains like: Network (WAN, LAN, WLAN, Proxy, Firewall, VoIP), Data Center (Wintel, Unix, Storage), Cybersecurity, Enterprise Resource Planning (ERP) – SAP, Enterprise Relationship Management (ERM), Enterprise Data Warehouse.
-
Should be willing to work in 24*7 shifts- rotational shift.
Nice-to-Have:
- ITIL V4 expert certification
- Six Sigma
-
ITIL v4 Foundation/Managing Professional certification.
-
Strong experience with ServiceNow or other ITSM platforms.
-
Expertise in Problem, Change, Incident, and Major Incident Management.
-
Excellent stakeholder management and commun