Incident Manager

Responsibilities:

Incident response: Coordinating and directing all aspects of the incident response effort. 

This can include devising and delegating roles as needed, such as tech leads or communications managers.

Incident management: Establishing protocols for detecting, responding to, and resolving incidents.

This includes creating and implementing incident management response procedures, such as an incident report system.

Incident communication: Serving as the central point of contact for updating key stakeholders, such as senior management.

Incident prevention: Developing software or hardware solutions to prevent incidents from happening again. 

This can also include implementing more effective preventive measures.

Incident documentation: Maintaining incident logs and processing incident reports for review with upper management.

Incident training: Providing training for technical support teams.

Incident policy: Defining policies for the organization regarding the process

Must have -

Enterprise Application Support experience

SAP ECC, preferably ATTP experience

Experience in Support engagements

Nice to have -

ITIL or ITSM certified

Experience in ServiceNow or similar tools

Experience working with offshore team

Education: Bachelors Degree

Certification: ITIL Cetified , ITSM Certified