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Job Description & How to Apply Below
We’re looking for an Incident Manager who thrives in fast-paced environments and knows how to balance technical depth, clear communication, when incidents hit.
Responsibilities
Acting as the first line of response (L1) for IT incidents and service requests
Ensuring accurate logging, prioritization, escalation, and timely closure of tickets
Supporting service desk teams, monitoring queues, and keeping SLAs on track
Stepping into L2 incident management for more complex issues, ensuring minimal business impact
Coordinating across L1, L2, L3, Production Managers, and Service Delivery Managers during critical incidents
Keeping stakeholders informed and confident, especially during P3 incidents and crisis calls
Driving knowledge management , post-incident reviews, and continuous process improvement
Technical skillset
Good understanding of IT infrastructure, applications, and incident workflows with an experience of 5 plus years.
Hands-on experience with incident management and ticketing tools
Excellent communication skills — you can translate technical issues into clear updates
A problem-solver who spots patterns, not just problems
Comfortable leading, mentoring, and collaborating across multiple teams
Able to stay composed and decisive under pressure
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