Job Description
Incident Manager - Role OverviewResponsible for the execution and continuous improvement of the Incident Management process, with strong focus on ServiceNow, process design, SLA management, and performance analytics.
Por favor, asegúrese de leer completamente el resumen y los requisitos de esta oportunidad de empleo que se detallan a continuación.
Key ResponsibilitiesDesign, maintain, and continuously improve the
Incident Management process
(ITIL aligned)Create and update
process documentation and work instructionsEnsure proper
incident handling, prioritization, and SLA complianceAct as
ServiceNow SME
for Incident Management (configuration, workflows, data quality)Define and manage
SLAs, KPIs, and operational metricsDevelop and maintain
advanced analytics, dashboards, and reporting
(Performance Analytics)Monitor and drive reduction of
incident backlog and aging ticketsEnsure alignment and adoptio...
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