Incident Manager at MacTay Consulting

Job Responsibilities

• Lead and facilitate the engaged team toward restoration of service in shortest possible lead times.
• Engage relevant stakeholders & escalate when necessary to expedite resolution.
• Ensure RT adopts optimal mindset which balances best path to resolution and protection of customer interests.
• Initiate management and technical escalations when required.
• Log all Incident details, allocating approved categorization and prioritization.
• Keep users informed about their IncidentsТ status at agreed intervals.
• Associate Incidents with other records (i.e. Changes, Problems, repetitive incidents).
• Provide first-line investigation and diagnosis of all Incidents via major incident report.
• Ensure recovery team remains sensitive to collection and correlation of data for potential RCA post event.
• Escalate critical outages to Problem Manager after restoration for RCA.
• Remain available at all times during the designated shift and/or roster period.
• End to end incident owner.

Job Requirements

• Leadership skills: Good in People and Process Management
• Language skills: Fluent spoken English & excellent English written communication skills
• Values and behaviors: Pro-active and able to work under pressure
• First Degree from any institution
• Years of experience: 3-6.