Incident Manager - Technical Support

Tasks and Responsibilities

• Lead the coordination of customer-impacting incidents and service disruptions.
• Establish clear priorities and action plans to enable rapid service restoration.
• Act as the primary communication point for customers during critical incidents.
• Ensure stakeholders receive timely, accurate, and consistent updates throughout the incident lifecycle.
• Coordinate activities across Service Desk, L2, L3, Engineering, Product, Infrastructure, and Site-Based support teams.
• Drive escalation management and ensure appropriate resources are engaged when required.
• Facilitate incident bridge calls, technical war rooms, and stakeholder updates.
• Maintain ownership of incident timelines, action tracking, and decision logs.
• Support Root Cause Analysis activities following major incidents.
• Work closely with Problem Management to ensure corrective and preventative actions are implemented.
• Identify trends and recurring issues to drive continuous service improvement.
• Monitor and report on Incident Management performance, service restoration metrics, and process adherence.
• Contribute to the ongoing development and maturity of Incident Management practices across the organization.

Your Profile

Essential Requirements

• Minimum 5 years of experience in Service Operations, Technical Support, Incident Management, or Service Delivery.
• Proven experience managing complex customer-facing incidents within a multi-disciplinary support environment.
• Strong stakeholder management and customer communication skills.
• Experience leading cross-functional teams in high-pressure operational situations.
• Strong analytical and decision-making capabilities.
• Excellent command of business English, both written and verbal.
• Ability to manage multiple priorities simultaneously while maintaining attention to detail.

Preferred Qualifications

• ITIL Foundation certification or higher.
• Certification or practical experience in Incident Management, Problem Management, or Service Management.
• Experience within logistics, warehouse automation, manufacturing, or mission-critical operational environments.
• Knowledge of Root Cause Analysis methodologies such as Kepner-Tregoe, CoThink RATIO, 5 Why, or Fishbone Analysis.
• Familiarity with ITSM platforms such as Maximo, ServiceNow, or similar tools.
• Experience working within international and matrix organizations.

What Success Looks Like

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