Service Incident Manager at Ouranos Technologies

Responsibilities

• Act as the primary point of contact for all service incidents, ensuring timely and efficient resolution.
• Coordinate and lead incident response activities, including triaging, troubleshooting, and escalation, to meet agreed-upon service level agreements (SLAs).
• Collaborate with technical teams to identify root causes, determine appropriate remediation actions, and implement preventive measures.
• Ensure accurate and timely communication to internal stakeholders, customers, and executive management regarding incident status, impact, and resolution progress.
• Conduct post-incident reviews to identify areas for improvement and implement corrective actions to prevent future incidents.
• Maintain detailed incident records, documentation, and incident management systems.
• Continuously enhance incident management processes and procedures to optimize efficiency and effectiveness.

Qualifications

• Bachelor's Degree in Computer Science, Information Technology, or a related field (or equivalent experience).
• Must have a min. 7 years experience
• Proven experience as a Service Incident Manager or in a similar role, preferably in a technology-driven environment.
• Excellent understanding of Networking, Infrastructure, database, incident & change management
• Strong knowledge of incident management frameworks, such as ITIL, and experience implementing best practices.
• Experience with incident management tools and systems.