Incident Management Manager1

Experience - 12 - 15 years

- Monitor SLA compliance & aged incident backlog.
- Ensure incidents are classified/categorized correctly.
- Oversight of incident dashboards & reporting (daily/weekly/monthly).
- Proactively follow up with teams on key metrics such as aged incidents and breached SLAs to ensure timely resolution.
- Drive continual improvement (CSI)
- Conduct audits (process adherence, escalations, accuracy of categorization).
- Governance reviews with stakeholders.
- Must be CSA certified