Incident Manager - Role OverviewResponsible for the execution and continuous improvement of the Incident Management process, with strong focus on ServiceNow, process design, SLA management, and performance analytics.

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Key ResponsibilitiesDesign, maintain, and continuously improve the

Incident Management process

(ITIL aligned)Create and update

process documentation and work instructionsEnsure proper

incident handling, prioritization, and SLA complianceAct as

ServiceNow SME

for Incident Management (configuration, workflows, data quality)Define and manage

SLAs, KPIs, and operational metricsDevelop and maintain

advanced analytics, dashboards, and reporting

(Performance Analytics)Monitor and drive reduction of

incident backlog and aging ticketsEnsure alignment and adoptio...