Incident Management Lead

What's the Short Version?

The Team Lead, Incident Manager is responsible for leading the end-to-end Incident Management process to ensure the timely restoration of IT services while minimizing business impact. This role coordinates cross-functional technical teams during major and high-priority incidents, driving effective triage, escalation, communication, and resolution efforts. The role serves as the primary liaison between technical teams, business stakeholders, and leadership, ensuring clear communication throughout the incident lifecycle.

What Will You Be Doing?

• Lead the end-to-end management of major and high-priority IT incidents.
• Coordinate technical teams to restore services as quickly as possible.
• Facilitate incident triage, prioritization, escalation, and resolution.
• Provide timely and accurate communications to business stakeholders and leadership.
• Ensure compliance with Incident Management processes and SLAs.
• Conduct post-incident reviews and coordinate root cause analysis (RCA).
• Identify trends, recurring issues, and opportunities for process improvement.
• Produce incident reports, dashboards, and operational metrics for leadership.
• Collaborate with Problem, Change, Infrastructure, Security, and Service Desk teams to improve service stability.
• Perform other duties as assigned.
• Comply with all policies and s