Incident Manager ServiceNow

Job Summary:

The Incident Manager is responsible for overseeing the lifecycle of IT incidents within the ServiceNow platform, ensuring rapid restoration of services, minimizing business impact, and maintaining high service quality. This role demands strong leadership, coordination, and communication skills to manage high-pressure situations and drive continuous improvement.

Key Responsibilities:

Incident Management:

• Monitor, detect, and log incidents using ServiceNow.
• Classify and prioritize incidents based on impact and urgency.
• Lead and coordinate resolution efforts for P1 and P2 incidents.
• Ensure timely escalation and assignment to appropriate support teams.
• Maintain a general overview of incidents, focusing on restoration via workarounds or permanent fixes.

Communication & Coordination:

• Act as the central point of contact during major incidents.
• Provide regular updates to stakeholders, including executives, technical teams, and business units.
• Facilitate knowledge transfer and hand-offs during major incidents.

Root Cause Analysis & Reporting:

• Oversee post-incident reviews and root cause analysis (RCA).
• Generate incident reports, trend analysis, and performance metrics.
• Ensure completeness and accuracy of closed incidents.

Process & Platform Improvement:

• Provide feedback to improve ServiceNow workflows and platform capabilities.
• Refine incident management policies and procedures.
• Collaborate with Problem, Change, and Release Management teams.

Team Leadership & Training:

• Mentor and train incident analysts and support staff.
• Promote best practices and continuous learning within the team.

Qualifications:

• 8+ years of experience in IT Incident Management, preferably in large-scale enterprise environments.
• Strong hands-on experience with ServiceNow ITSM platform.
• Solid understanding of ITIL framework (Incident, Problem, Change Management).
• ITIL v3/v4 Foundation certification preferred.
• Excellent communication, coordination, and stakeholder management skills.
• Ability to lead cross-functional teams under pressure.

Preferred Skills:

• Familiarity with monitoring tools and automation in incident detection.
• Strategic thinking and adaptability in dynamic environments.