Job Summary:

The Incident Management Unit Head is responsible for overseeing the organization’s incident management function to ensure the timely and effective resolution of IT incidents. The role leads the response to major and critical incidents, manages incident management specialists, and ensures proper coordination and communication with stakeholders. The position also drives continuous improvement of incident management processes, monitors service performance metrics, and collaborates with the Service Desk to enhance overall service delivery and customer satisfaction.

Key Responsibilities:

• Develop, document, and continuously improve incident management processes and procedures.
• Lead and coordinate the response to major or critical incidents to ensure rapid resolution and minimal service disruption.
• Supervise and guide incident management specialists to maintain high performance during incident handling.