• Incident Response: Assist in managing the end-to-end incident response process, including identification, assessment, prioritization, and resolution of incidents.Collaborate with the Incident Manager, AppSupport and teams involved in incident resolution.
• Incident Coordination: Facilitate communication and coordination among various teams, ensuring that incident response activities are aligned and executed according to established procedures and timelines.
• Incident Documentation: Ensure accurate and timely documentation of incident details, actions taken, and resolutions achieved. Maintain incident logs, reports, and post-incident reviews to identify opportunities for improvement.
• Escalation Management: Monitor and manage the escalation of incidents to appropriate levels of management and stakeholders as necessary, ensuring timely and effective communication of critical incidents.
• Stakeholder Communication: Act as a central point of contact for incident-related communication, providing regular updates to stakeholders, management, and customers. Ensure clear and concise communication regarding incident status, impact, and resolution.
• Root Cause Analysis: Support the Incident Manager in conducting root cause analysis for major incidents, identifying underlying causes, and recommending preventive measures to avoid future incidents.
• Process Improvement: Collaborate with the Incident Management team to identify areas for process improvement, develop and implement enhancements to incident management processes, tools, and documentation.
• Training and Awareness: Assist in developing and delivering training programs and awareness campaigns related to incident management best practices, ensuring that teams are equipped with the necessary knowledge and skills to respond effectively to incidents.
• Incident Reporting: Prepare and present incident reports, performance monitoring, and trends to management, highlighting areas of concern, improvement, and successes.

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• Strong understanding of incident management frameworks, methodologies, and best practices (e.g., ITIL).

• Previous experience in incident management or a related role, preferably in a fast-paced and complex

operational environment.

• Excellent communication and interpersonal skills, with the ability to effectively interact with individuals at all

levels of the organization.

• Strong analytical and problem-solving abilities, with a keen attention to detail.

• Ability to work well under pressure, manage multiple incidents simultaneously, and meet tight deadlines.

• Proficiency in incident management tools and systems.

• Knowledge of IT infrastructure and applications, including networking, databases, and systems administration.

• Good English communication skills (written and oral).

• Strong analytical and Problem-Solving skills.

• Very good understanding of Incident Management, Problem Management and Change Management processes.

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