Incident Manager

Assignment Description

We’re looking for a strategic and proactive Incident Manager to lead incident management across ITIL and SAFe environments. The role ensures strong collaboration between IT operations and Agile teams, improving incident resolution and driving service improvements.

You’ll manage incident visibility and communication, support triage calls to identify responsible teams, and ensure effective escalation paths. Working with service desks, operations, and development teams, you’ll align incident processes with best practices and integrate workflows into Agile Release Trains. Key tasks include supporting major incident resolution, improving knowledge sharing, and leading root cause analysis and post-incident reviews. You’ll analyze KPIs, reduce recurring incidents, and coordinate targeted training to strengthen team capabilities. You’ll also enhance early incident detection through monitoring and automation, develop clear communication plans for critical incidents, and maintain a crisis playbook. Close work with vendors and ensuring SLA adherence are key, as well as continuous workflow improvement and documentation.

Success in this role goes beyond technical skills and experience — it requires alignment with the organization’s culture and values. You are expected to contribute to a dynamic and collaborative work environment where people grow and work towards shared goals. Leading with simplicity and sound judgment, encouraging cross-functional and cross-regional collaboration, and prioritizing customer outcomes and risk awareness are essential. A strong commitment to data protection and fair treatment of all stakeholders is also required.

Required Qualifications

• Skilled in working across both technical and non-technical teams, ensuring smooth incident resolution through strong collaboration and stakeholder alignment
• Well-versed in integrating Agile methodologies such as SAFe or DevOps into traditional ITSM structures to enhance responsiveness and efficiency
• Five or more years of hands-on experience in IT Service Management, particularly in handling incidents, managing major incidents, and improving processes within ITIL-based environments
• Experienced in using enterprise ITSM platforms, including tools like ServiceNow, Jira Service Management, or similar systems
• Analytical mindset with solid experience in Root Cause Analysis, problem-solving, and leveraging data to support decisions
• Thrives in fast-moving settings and can successfully balance multiple priorities under pressure

It is considered a merit if you have experience with automation within the incident management lifecycle or in optimizing ITSM workflows, particularly those related to major incident handling. Experience with risk and compliance in the context of operational incident response is also advantageous. Furthermore, prior involvement in transforming ITSM processes within Agile-driven organizations is seen as a strong plus. An ITIL certification is required; SAFe certification is considered advantageous.