Incident Manager - Role Overview

Responsible for the execution and continuous improvement of the Incident Management process, with strong focus on ServiceNow, process design, SLA management, and performance analytics.

Key Responsibilities

• Design, maintain, and continuously improve the Incident Management process (ITIL aligned)
• Create and update process documentation and work instructions
• Ensure proper incident handling, prioritization, and SLA compliance
• Act as ServiceNow SME for Incident Management (configuration, workflows, data quality)
• Define and manage SLAs, KPIs, and operational metrics
• Develop and maintain advanced analytics, dashboards, and reporting (Performance Analytics)
• Monitor and drive reduction of incident backlog and aging tickets
• Ensure alignment and adoption across Service Desk and Techni...