JOB DESCRIPTION:- Incident and Reporting Manager
Incident and Reporting Manager
We are seeking an experienced Incident and Reporting Manager to lead IT Service Management (ITSM) reporting, major incident coordination, and continuous service improvement initiatives. This role is responsible for analyzing service performance, managing KPIs and SLAs, developing operational reports and dashboards, and driving process improvements across IT support functions.
The successful candidate will serve as the first-line Major Incident Coordinator, leading critical incident response efforts, facilitating communication among stakeholders, conducting post-incident reviews, and ensuring rapid service restoration. This position will also partner with IT leadership to identify trends, improve workflows, and enhance the overall customer experience.
Required Qualifications
5+ years of experience in IT Service Management (ITSM), Incident Management, Service Delivery, or IT Operations.
Strong knowledge of ITIL processes including Incident, Problem, Change, and Request Management.
Experience with ServiceNow or other ITSM platforms.
Proven experience developing KPIs, SLAs, dashboards, and operational reporting.
Strong analytical, communication, and stakeholder management skills.
ITIL and/or ServiceNow certifications preferred.
Preferred Backgrounds
This role requires a proactive, data-driven professional who can balance operational excellence, reporting, process improvement, and incident leadership in a fast-paced environment.
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