Incident Manager - Role Overview
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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 Tech...