Incident Advisor (SMP)

Familiarity with service management tools (e.g., ServiceNow, Jira, Remedy). Serve as the primary point of contact during major incidents, coordinating cross-functional response teams. Monitor incident queues and triage issues based on severity, impact, and urgency. Lead the investigation and resolution of high-priority incidents, ensuring service restoration within defined SLAs. Facilitate post-incident reviews (PIRs), documenting findings, lessons learned, and improvement plans. Maintain and enhance the incident management process, ensuring alignment with ITIL best practices. Collaborate with IT, security, business units, and external vendors to resolve issues and prevent recurrence. Prepare incident reports and dashboards for leadership, including metrics and trend analysis. Support training and awareness initiatives to improve incident response readiness across the organization. Bachelor's degree in Information Technology, Cybersecurity, Business Continuity, or a related field. 10+ years of experience in IT operations, service management, or incident response. Strong knowledge of ITIL frameworks, especially in Incident and Problem Management. Experience handling critical incidents in complex environments (e.g., cloud, enterprise systems). Excellent communication and crisis management skills. Ability to work under pressure and coordinate teams during high-stress situations. Proven experience managing high-impact incidents and leading cross-functional teams. Strong analytical and problem-solving skills with a continuous improvement mindset. ITIL certification or equivalent is highly desirable. Familiarity with service management tools (e.g., ServiceNow, Jira, Remedy).