Incident Manager

1 hour, 51 minutes ago
Full-time
Mid Level
Customer and Technical Support
Netomi

Netomi

Netomi is an AI-first customer service platform revolutionizing customer support with industry-leading resolution rates and multilingual support.

IT Services
51-250
Founded 2015
$52M raised

Description

  • Receive, document, and log incidents reported by monitoring tools, users, and IT teams.
  • Categorize and prioritize incidents based on severity, urgency, and business impact.
  • Serve as the central point of contact for stakeholders during incident management.
  • Coordinate with support teams, technical specialists, and management to drive timely resolution.
  • Provide regular status updates, including progress and expected resolution timelines.
  • Facilitate incident resolution by guiding technical teams and ensuring resources are allocated appropriately.
  • Monitor incident progress and escalate issues as needed to meet SLAs and recovery targets.
  • Conduct post-incident reviews to identify root causes, contributing factors, and lessons learned.
  • Prepare incident reports and metrics to track performance, trends, and improvement opportunities.
  • Review and improve incident management processes, procedures, and team adherence to policies.

Requirements

  • Bachelor’s degree in computer science, information technology, or a related field.
  • Proven experience in incident management or a similar role within an ITIL-based framework.
  • Strong analytical and problem-solving skills with the ability to manage multiple incidents at once.
  • Excellent communication and interpersonal skills for working with stakeholders at all levels.
  • Knowledge of IT service management tools and incident tracking systems.
  • Familiarity with ITIL or other IT service management frameworks.
  • Ability to remain calm, focused, and effective under pressure.
  • Sense of urgency to resolve incidents quickly and minimize business impact.

Interested in this position?

Apply directly on the company website

Apply Now

Similar Roles

Operations Team Leader (EST Hours) - Remote

ISTA Solutions 251-1K Professional Services

ISTA Personnel Solutions is hiring a remote Operations Team Leader to oversee agent performance and day-to-day operations across multiple US client accounts in a fast-paced BPO environment.

51 minutes ago

Trading Business Operations Lead, Anchorage Digital Prime

Anchorage Digital 251-1K Capital Markets

Anchorage Digital is seeking a Trading Business Operations Lead to oversee the operational, risk, compliance, and infrastructure functions supporting its Prime trading business.

51 minutes ago

Head of Homes Supply, Canada

Airbnb 5K-10K Hotels, Restaurants & Leisure

Airbnb is seeking a Canada-based remote leader to oversee the growth and performance of its Homes supply business across the country.

1 hour, 6 minutes ago

(Senior) Vehicle Logistics Manager - LKW/Fremdachse (m/f/x)

FINN 251-1K Consumer Services

FINN is hiring a (Senior) Vehicle Logistics Manager in Munich to coordinate truck-based vehicle deliveries and returns for its car subscription operations while improving logistics processes and partner collaboration.

CRM
1 hour, 36 minutes ago

You're on a roll! Sign up now to keep applying.

Sign Up

Already have an account? Log in

Used by 14,729+ remote workers