Incident Manager - Role Overview

Aunque la experiencia profesional y las cualificaciones son clave para este puesto, asegúrese de comprobar si posee las habilidades interpersonales preferibles antes de solicitar, si se requieren.

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

Key Responsibilities

• Design, maintain, and continuously improve the Incident Management process (ITIL aligned)
• Create and update process documentation and work instructions
• Ensure proper incident handling, prioritization, and SLA compliance
• Act as ServiceNow SME for Incident Management (configuration, workflows, data quality)
• Define and manage SLAs, KPIs, and operational metrics
• Develop and ma...