- Company Name
- MSR Technology Group
- Job Title
- Incident Manager
- Job Description
-
**Job Title**
Incident Manager
**Role Summary**
Lead the detection, coordination, and resolution of critical IT incidents. Drive rapid response, root‑cause analysis, and post‑incident reviews while ensuring compliance with ITIL frameworks and security policies.
**Expectations**
- Deliver timely incident resolution with minimal business impact.
- Maintain high availability of services across cloud and on‑prem environments.
- Uphold security, compliance, and disaster‑recovery standards.
**Key Responsibilities**
- Own incident lifecycle: identification, categorization, escalation, and resolution.
- Coordinate war‑room activities using ServiceNow, Jira, PagerDuty, Opsgenie, Slack/Teams, and Zoom.
- Conduct root‑cause analyses (5 Whys, Fishbone, fault‑tree) and produce detailed post‑incident reports.
- Implement and refine incident response playbooks and SOPs.
- Collaborate with security teams on SIEM alerts (Splunk ES, QRadar, Sentinel).
- Execute disaster‑recovery and business‑continuity drills; validate backup and failover procedures.
- Monitor service health with observability tools (Splunk, Datadog, Prometheus, AppDynamics, Grafana).
- Provide regular dashboards and metrics to stakeholders.
**Required Skills**
- ITIL knowledge and major‑incident workflow ownership.
- Experience with monitoring/observability platforms: Splunk, Datadog, Prometheus, AppDynamics, Grafana.
- Strong grasp of networking, cloud (AWS, Azure, GCP), storage, virtualization, and microservices architecture.
- Familiarity with security incident handling, SIEM tools, and escalation processes.
- Proficiency in war‑room tools: ServiceNow, Jira, PagerDuty, Opsgenie, Slack, MS Teams, Zoom.
- Root‑cause analysis expertise (5 Whys, Fishbone, fault‑tree).
- Basic scripting: PowerShell, Python, or shell.
- Disaster‑recovery planning and execution.
- Knowledge of GDPR, HIPAA, and related data‑privacy regulations.
**Required Education & Certifications**
- Bachelor’s degree in Computer Science, Information Technology, or related field.
- ITIL Foundation (or equivalent) certification.
- Additional certifications (e.g., Certified Incident Handler, AWS/Azure GCP certifications) are a plus.