**Job Title: Incident Management Associate**
**Job Description:**
We are seeking an experienced Incident Management Lead to oversee the incident management process and drive continuous improvement initiatives across our organization. The Incident Management Lead will play a critical role in leading a team of incident commanders to ensure efficient incident detection, investigation, and resolution. The successful candidate will be responsible for driving reductions in Mean Time to Repair (MTTR) by improving incident and problem management processes, implementing governance to prioritize incidents and problems based on business impact, and developing incident management training programs.
**Responsibilities:**
- Oversee the incident management process and cascade it broadly across the organization.
- Lead the team of incident commanders to drive incident management and problem management for Teflon across Omni-Tech.
- Drive faster incident detection, investigation, and resolution.
- Ensure accurate logging and categorization of recurring incidents to improve incident management protocols.
- Define governance to prioritize incidents and problems based on urgency and impact to the business.
- Develop and execute incident management training programs.
- Write and maintain documentation for incident protocols, processes, and standards.
- Coordinate relevant personnel from all teams during incident and problem resolution.
- Improve internal incident and problem communication strategies.
- Contribute operational experience to strategic projects, such as proactive monitoring and self-healing systems.
- Collaborate with problem owners to investigate root causes (RCA) and facilitate resolution in adherence to established SLAs.
- Manage the Technical Knowledge Base, contribute to processes and procedures, and utilize tools to drive down MTTR while sharing knowledge across the organization.
- Identify and implement key performance indicators, service level objectives, and process and operational efficiency improvements.
- Produce and maintain documentation and metrics pertaining to team processes and procedures.
**Requirements:**
- Proven experience in incident management and problem management.
- Strong leadership skills with the ability to lead and motivate a team.
- Excellent communication and stakeholder management skills.
- Experience in defining and implementing governance frameworks.
- Proficiency in developing and delivering training programs.
- Knowledge of ITIL framework and best practices.
- Analytical mindset with the ability to identify and implement process improvements.
- Bachelor's degree in Information Technology, Computer Science, or a related field (preferred).
- Relevant certifications such as ITIL, PMP, or Six Sigma (desired).
