As an Incident Manager you will cooperate closely with the Delivery Team and the first line Service Support to coordinate reported incidents throughout their life-cycle. You will also help to improve our incident handling processes and support the team to maintain a trustful relationship with our clients.
What you will be doing
- Own and manage customer reported incidents
- Identify problems according to the ITIL framework
- Perform root cause analysis and risk assessment
- Proactively identify recurrences, trends and potentially hidden root causes
- Collaborate with technical team members to retrieve, understand, document and distribute information regarding incidents and problems to our first line support
- Act as product owner for problems in our backlog
- Conduct blameless postmortems
- Build and refine incident handling processes
Requirements
- Customer oriented mindset
- Excellent verbal and written communication skills in bangla and english
- Practical knowledge about ITIL methodology
- Incident management experience within the technology sector
- Experience of working closely with Development and Dev Ops teams in an Agile environment
- Exceptional teamwork mindset with a high degree of ownership and motivation
- A positive, can-do attitude to meet deadlines and work well under pressure
- Excellent stakeholder management, both internal and external
