Incident Manager

Job Role : Incident Manager Role Overview The Incident & Problem Management SME will augment the Digital Operations team and support delivery of the Incident, Problem & Escalation Governance workstream within the Technology Support Operating Model Transformation initiative. The role will focus on executing incident governance, escalation governance and operational process uplift activities under the direction of our Digital Operations team. Key Responsibilities Support development of incident and escalation governance standards Support development of severity and prioritization frameworks Assist with creation of escalation pathways and escalation matrices Support major incident governance and coordination activities Assist with operational triage and escalation discipline improvements Support development of post-incident review and problem management standards Identify operational governance gaps and improvement opportunities Work collaboratively with operational stakeholders to support delivery outcomes Required Experience 7+ years of experience in Incident Management, Major Incident Management, IT Operations, or Service Management.

Strong ITIL Incident & Problem Management experience Prior experience as a Business Analyst, Functional Analyst, or IT Business Partner. Experience implementing incident governance frameworks in enterprise environments Experience supporting operational maturity uplift initiatives Strong understanding of major incident management practices Ability to operate independently within complex operational support environments with minimal onboarding