As a Senior Incident Manager, you will play a pivotal role in minimizing service disruptions by leading the resolution of high-severity incidents across the organization. You will not only manage incidents but also strategically improve processes, ensure clear communication with stakeholders, and leverage cutting-edge tools like **JIRA**, **PowerBI**, and **Excel** for insightful reporting and trend analysis. You will work in close collaboration with development, Content Editor, Product management and business teams, influencing key decisions that enhance system reliability and performance.
Key Responsibilities
1. End-to-End Incident Management:
- Lead the full lifecycle of incidents from detection to resolution, ensuring all relevant teams work together to address issues quickly and efficiently.
- Utilize JIRA / Confluence for comprehensive tracking, escalation, and detailed documentation of incidents, driving accountability and clarity.
- Ensure that incidents are resolved within **defined SLAs**, constantly monitoring progress and removing bottlenecks.
- Ensure Testing Team are utilized effitiently to uncover all anomalies on the systems
2. **Strategic Stakeholder Communication**:
- Act as the primary point of contact for incidents of all priorities, delivering timely updates to **executive stakeholders** and ensuring business leaders are informed of incident progress and business impact.
- Prepare detailed analysis reports using **Excel** and **PowerBI**, providing **data-driven insights** that showcase incident trends, root cause, and preventive measures.
- Lead **executive-level presentations**, translating complex technical incidents into clear business impacts and resolutions, with actionable recommendations for future improvements.
3. **Root Cause Analysis & Continuous Improvement**:
- Drive **Root Cause Analysis (RCA)** post-incident, using **JIRA** to track recurring issues and ensure permanent resolutions are implemented.
- Partner with engineering, Content Editors, Creative, Product management and business teams to identify areas where automation or process refinement can **reduce incident frequency** or **mitigate impact**.
- Leverage **PowerBI** to create real-time dashboards that provide **visibility into incident trends**, facilitating predictive analysis and proactive problem-solving.
4. **Cross-functional Leadership & Mentorship**:
- Lead and **coordinate cross-functional teams** during major incidents, ensuring roles and responsibilities are clearly defined and all resources are aligned towards rapid resolution.
- Provide mentoring and guidance to **junior incident managers**, cultivating a team capable of handling complex, high-stress situations while continuously improving incident management practices.
- Drive a **culture of continuous learning**, encouraging teams to reflect on past incidents to develop better operational strategies and incident management techniques.
5. **Performance Metrics & Reporting**:
- Regularly produce and distribute detailed incident management reports, utilizing **Excel** for granular analysis and **PowerBI** for visually engaging dashboards that highlight key metrics (e.g., time to resolve, incident frequency, affected services).
- Collaborate with leadership teams to develop **KPI-driven strategies**, ensuring that the incident management process evolves to meet both operational and business goals.
- Use insights from **historical data** and **incident trend analysis** to anticipate potential risks and implement preventive measures.
6. **Risk Management & Impact Mitigation**:
- Use **scenario-based modeling** in tools like **Excel** to simulate the potential business impact of different types of incidents, helping prioritize which incidents require the fastest response.
7. **Tool Expertise & Innovation**:
- Use **JIRA** to drive accountability, creating customized workflows for incident tracking and escalating issues as needed.
- Leverage **Excel** for advanced data analysis, including pivot tables, macros, and complex formulas to extract deeper insights from incident data.
- Use **PowerBI** for **real-time reporting and analytics**, providing dynamic visualizations that enable senior management to make data-driven decisions quickly.
- Develop and enhance **PowerPoint presentations** for executive-level incident reviews, using clear visuals and key metrics to communicate essential information.
Qualifications
- **Education**:
- Bachelor’s degree in Computer Science, Information Technology, or a related field.
- **ITIL, Agile, or DevOps** certifications preferred.
Experience
- 8+ years of experience in **IT operations** or **incident management**, with at least 3 years in a leadership or senior role.
- Proven experience managing incidents in a **software development environment**, particularly within very diverse stakeholder forum.
- Strong expertise in tools such as **JIRA** for incident tracking and management, **PowerBI** for reporting, and **Excel** for data analysis.
