Incident Controller I

Job Description

• Role Overview: Manage incident management processes to ensure efficient resolution and minimal business impact.
• Key Responsibilities:
  • Oversee incident management lifecycle (identification to closure).
  • Act as the central communication point for incident-related updates.
  • Handle major incident bridges, coordinating communication among stakeholders during critical incidents.
  • Assess and prioritize incidents based on impact and urgency.
  • Lead post-incident reviews to identify root causes and improvements.
  • Maintain accurate incident records and provide performance reports.
  • Identify and implement process improvements for incident management.
  • Build relationships with stakeholders and communicate status updates.
  • Manage high-impact incidents and develop response plans.
  • Ensure compliance with regulatory and organizational policies.

Job Requirements

• Requirements:
  • Bachelor"s degree.
  • 3+ Years of experience in incident management or IT service management.
  • Strong understanding of ITIL principles.
  • Excellent communication and problem-solving skills.
  • Strong interpersonal skills for collaboration across teams.
  • Familiarity with incident management tools (e.g., ServiceNow, JIRA, Remedy).
  • Relevant certifications (ITIL) preferred.