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.

¿No sabe con seguridad qué habilidades necesitará para esta oportunidad? Simplemente lea la descripción completa a continuación para obtener una idea clara de los requisitos del candidato.

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