Incident Manager

• Act as the first point of contact for Incident Management Specialists and coordinate all efforts towards incident resolution
• Collaborate with technical, IT, and product teams to find the root cause of incidents, bugs, defects
• Coordinate the resolution process of incidents with technical, IT, Product Development, and Project Management teams ensuring complete adherence to established policies and procedures
• Participate in all Agile/Scrum/Kanban ceremonies
• Keep up with product improvements and changes
• Document incident resolutions and provide incident reports
• Provide weekly/monthly reports as defined by the immediate supervisor
• Keep abreast with Agile/Scrum/Kanban best practices and new trends
• Collaborate with Change Management and Problem Management teams to resolve under-delivered change requests and identified problems
• Escalate incidents with prolonged resolutions to respective stakeholders for further investigation and process improvement/optimization
• Ensure incident response is adequate and all existing SLAs per the established policies are kept and followed
• Be ready and willing to take on additional responsibilities
• Other duties as assigned by the immediate supervisor

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