Senior IT Incident Manager

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Description

As a recruitment company, DCG understands that every business is powered by experienced professionals. Our management style and partnership approach enable us to meet your needs and provide continuous support. Due to our ongoing growth and the large number of recruitment projects we undertake for our partners, we are currently looking for: Senior IT Incident Manager Responsibilities Own the end-to-end incident portfolio across a complex, business-critical IT environment Manage open, aging and stuck incidents, ensuring continuous progress and clear ownership Lead incident triage calls and coordinate L2, L3, Development, Business, Infrastructure and other relevant teams Drive incident identification, prioritization, triage, escalation, resolution, SLA management, closure and follow-up Identify and escalate SLA risks, breaches, unclear ownership, recurring incidents, blocked dependencies and cases requiring management attention Establish follow-up actions, owners and deadlines and track agreed actions to completion Facilitate cross-team resolution when root cause or ownership is unclear Distinguish incidents requiring immediate technical resolution from cases requiring Problem Management, structural remediation or management escalation Analyze incident KPIs, trends, recurring patterns and operational metrics Prepare incident reporting and communicate business impact to senior management and business stakeholders Maintain an accurate incident tracker and management overview acro

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