Incident Manager - Incident Management

Job Req Number:  106046
Time Type: Full Time

Unit Name: Incident Management

Department: SIMA – GISC

Position Name: Incident Manager

Position Overview:

We are seeking a highly skilled and experienced Incident Manager to join our organization. As an Incident Manager, you will be responsible for overseeing and managing all aspects of Incident response and resolution within our company. You will play a critical role in ensuring the timely and effective handling of incidents to minimize business impact and restore services quickly. The ideal candidate will have a strong background in incident management, excellent leadership and communications skills, and the ability to work well under pressure.

Responsibilities:

1.Incident Response Management:

• Lead and coordinate the end-to-end management of incidents, ensuring timely resolution and minimal disruption to business operations.
• Establish and enforce incident management processes, procedures, and best practices to ensure consistency and efficiency in incident response.
• Assess the severity and impact of incidents, prioritize response efforts, and best practices to ensure consistency and efficiency in incident response.
• Assess the severity and impact of incidents, prioritize response efforts, and allocate resources accordingly.
• Communicate effectively with stakeholders, including executives, technical teams, and end-users, to provide updates on incident status, progress, and resolution plans.
• Conduct post-incident reviews to identify root causes, areas for improvement, and preventive measures to avoid future incidents.

2. Incident Escalation and Coordination:

• Serve as the central point of contact for all incident-related communications and escalations.
• Coordinate and collaborate with cross-functional teams, including IT support, infrastructure, development, and operations teams, to ensure prompt and effective incident resolution.
• Facilitate regular communication and coordination among stakeholders during incident response, including organizing conference calls, meetings, and follow-up actions.

3. Incident Reporting and Documentation:

• Ensure accurate and timely reporting of incidents, including detailed incident logs, status updates, and post-incident reports.
• Maintain a comprehensive incident knowledge base, capturing incident details, resolutions, and lessons learned for future and continuous improvement.
• Analyze incident trends and patterns to identify recurring issues, potential problem areas, and opportunities for proactive prevention.

4. Continuous improvement:

• Drive continuous improvement initiatives to enhance incident management processes, tools, and capabilities.
• Collaborate with other teams to identify and implement automation opportunities to streamline incident response and resolution.
• Stay up to date with industry best practices, emerging technologies, and trends related to incident management and response.

Qualification and skills:

Education:

• Bachelor’s degree in Computer Science, Information Technology, or related field.

Experience:

• A minimum of 3-5 years of experience in IT service management.
• Previous experience in a role such as IT support, Network operations, or System administration can be beneficial.
• Proven experience in incident management and response.
• Experience working with ITIL or other service management frameworks.

Soft Skills:

• Excellent problem-solving and analytical skills.
• Strong leadership and team management abilities.
• Excellent communication skills, both written and verbal.
• Ability to work under pressure and manage stressful situations.
• Good negotiation skills and ability to influence others.
• Ability to coordinate and communicate effectively with technical and non-technical stakeholders.

Technical Skills:

• Understanding of IT systems, networks, and infrastructure.
• Knowledge of incident management and service management tools (ServiceNow).
• Familiarity with system monitoring tools. (Like SCOM & SolarWinds)
• Good understanding of CMDB

Certifications:

• ITIL foundation certification is highly preferable, with further ITIL certification (such as ITIL service operation) being a plus.
• Certifications in relevant IT fields (like CompTIA, Network+, CompTIA Security+, and CISSP) can be beneficial.

Other Requirements:

• Willing to work on a shifting schedule (24/7), including Weekends and Holidays.
• Required to work from the office at least 3x times per week.

DSV – Global transport and logistics

Working at DSV means playing in a different league.

As a global leader in transport and logistics, we have been on an extraordinary journey of growth. Let’s grow together as we continue to innovate, digitalise and build on our achievements.

With close to 160,000 colleagues in over 90 countries, we work every day to offer solid services and meet our customers’ needs and help them achieve their goals. We know that the best way to achieve this is by bringing in new talent, fresh perspectives and ambitious individuals like you. 

At DSV, performance is in our DNA. We don’t just work – we aim to shape the future of logistics. This ambition fuels a dynamic environment built on collaboration with world-class team players, accountability and action. We value inclusivity, embrace different cultures and respect the dignity and rights of every individual. If you want to make an impact, be trusted by customers and grow your career in a forward-thinking company – this is the place to be.

Start here. Go anywhere

Visit dsv.com and follow us on LinkedIn and Facebook.

Apply now