Employer description & source details
We are looking for a proactive and hands-on Incident Manager to lead the end-to-end management of incidents and major incidents across our global services. This is not a coordination-only role. You will actively investigate issues, assess customer and business impact, lead cross-functional response efforts, and drive incidents through to resolution, RCA, and corrective action completion. Own the full incident lifecycle from detection through restoration, RCA, and action closure. Lead major incident response, coordinating technical and business stakeholders during high-impact events. Investigate incidents using dashboards, monitoring tools, KPIs, alerts, and operational data. Assess customer, service, operational, and business impact, updating severity and priorities as new information emerges. Maintain operational control of incidents, including actions, risks, decisions, timelines, and communications. Drive fact-finding, challenge assumptions, and proactively seek missing information. Produce internal and customer-facing RCA reports with clear findings and improvement actions. Track corrective and preventive actions through to completion. Analyse incident trends, KPIs, and service-health metrics to identify improvement opportunities. Enhance incident processes, playbooks, monitoring capabilities, and operational readiness. Participate in a 24/7 on-call rota and provide incident leadership when required. Experience managing incidents and major incidents within a 24/7 technology, telecommunications, infrastructure, or other critical service environment. Hands-on experience investigating operational issues using monitoring platforms, dashboards, alerts, KPIs, and incident data. Strong understanding of customer journeys, system dependencies, and impact assessment. Demonstr
Extracted skills: python, go, power bi, operations