What is your mission?

• Lead the end-to-end management of major and high-priority Information Technology incidents.
• Coordinate multiple technical teams to restore systems and services as quickly as possible.
• Facilitate incident triage, prioritization, escalation, and resolution activities.
• Provide timely and accurate incident communications to business stakeholders and leadership teams.
• Ensure compliance with established Incident Management processes, procedures, and Service Level Agreements.
• Conduct post-incident reviews and coordinate Root Cause Analysis activities to identify underlying issues.
• Analyze incident trends, recurring service disruptions, and opportunities for process improvement.
• Prepare and deliver incident reports, operational dashboards, performance metrics, and leadership updates.
• Collaborate with Problem Management, Change Management, Infrastructure, Cybersecurity, and Service Desk teams to improve service stability.
• Support continuous improvement initiatives that strengthen operational efficiency and incident response effectiveness.
• Perform additional duties and responsibilities as assigned.
• Adhere to organizational policies, standards, and compliance requirements.

Who are we looking for?

• Bachelor's Degree in Information Technology, Computer Science, Cybersecurity, or a related field, or equivalent relevant work experience.
• 1–3 years of experience in Incident Management, Information Technology Operations, Cybersecurity, or a related environment with responsibility for incident response coordination.
• Working knowledge of Incident Management and Major Incident Management processes.
• Experience coordinating activities across multiple technical teams during service disruptions and critical incidents.
• Ability to communicate incident status, business impact assessments, escalation updates, and resolution progress to stakeholders.
• Strong knowledge of continuous service improvement, incident reviews, trend analysis, and operational performance monitoring.
• Proficiency with Microsoft Office, including Microsoft Excel, Microsoft PowerPoint, Microsoft Word, Microsoft Outlook, and Microsoft Visio.
• Experience creating and maintaining process documentation, standard operating procedures, workflows, and operational playbooks.
• Working knowledge of project planning and tracking tools, including Microsoft Project and Gantt charts.
• Experience preparing reports, dashboards, presentations, and operational metrics for leadership and stakeholders.
• Strong verbal and written English communication skills, including the ability to explain technical concepts to non-technical audiences.
• Excellent troubleshooting, problem-solving, and risk assessment abilities.
• Sound judgment and the ability to prioritize actions in a fast-paced operational environment.
• Strong organizational, coordination, and stakeholder management skills.
• Ability to work effectively under pressure during critical incidents and service interruptions.
• Proven ability to collaborate with cross-functional teams and maintain professionalism in high-impact situations.