Description:
The Lead Incident Manager plays a critical role in restoring service quickly and minimizing impact during outages. As the primary Incident Manager during major events, this role leads fast-moving, cross-functional teams including NOC, Engineering, and Client Services to diagnose, troubleshoot, and resolve service-impacting issues.
Acting as the central facilitator, the Lead Incident Manager ensures clear coordination, timely communication, and momentum toward resolution. Beyond major incidents, the role provides daily oversight and guidance to ensure Incident Managers stay aligned with tactical priorities and consistently apply best practices.
This role helps drive service stability, supports continuous improvement, and contributes directly to better outcomes for our customers.
As a Lead Business Process Analyst, You Will
- Acquire and maintain a high-level overview of end-to-end systems, services, and tools supporting customer operations.
- Respond with urgency and ownership to escalated incidents, leading service restoration and recovery efforts.
- Use HP Service Manager and UCMDB to manage incidents, document resolutions, and support RCA activities.
- Communicate incident status calmly, clearly, and authoritatively to associates, leadership, and customers.
- Lead adhoc response teams, making key decisions to restore services during major incidents.
- Collaborate with the Service Operations Manager to promote the Incident Management Process and IT service culture.
- Mentor Incident Managers, maintain training curriculum, and support onboarding and team development.
- Advocate for continuous improvement and ITIL-aligned Service Management disciplines.
What You Need To Succeed
- Demonstrate proven expertise in Service Management processes, with deep knowledge of Incident, Problem, and Change Management.
- Possess broad industry experience across standard application software, hardware, and networking.
- Lead and troubleshoot effectively during high-activity or technically complex sessions.
- Communicate clearly with strong English verbal and written skills.
- Exhibit strong organizational-level communication capabilities.
- Bachelor’s degree in IT or equivalent work experience, with a history of leading teams through change and complexity.
- 10+ years of IT experience, including Software and Infrastructure Operations, and prior ITSM experience in Incident/Problem Management.
- Thrive in fast-paced, high-visibility roles within global IT environments.