Incident Manager
Job Description:
Alasus Technologies LLC is seeking a highly experienced Major Incident Manager to lead the end-to-end management of critical (P1/P2) incidents and ensure rapid restoration of services while minimizing business impact. The ideal candidate will have strong ITIL knowledge, technical coordination experience, and a proactive mindset to drive incident resolution and continuous improvement.
Key Responsibilities:
Lead effective and timely response to crisis, P1, and P2 incidents.
Perform as Incident Owner, managing incidents throughout the lifecycle per ITIL standards.
Coordinate and advocate with Tier 2, Tier 3 technical teams, and business stakeholders.
Drive escalations and host technical bridges with internal and external teams.
Research and implement improvements in major incident processes and workflows.
Develop, track, and report key incident metrics and KPIs.
Document accurate and timely updates across communication portals during outages.
Conduct root cause analysis and support post-incident reviews.
Ensure compliance through regular audits, documentation, and follow-ups.
Support event and monitoring framework design and integration using AIOps platforms.
Contribute to the Known Error Database and knowledge management process.
Assist in updating SOPs, checklists, and technical documentation.
Identify opportunities for automation, standardization, and process improvement.
Provide 24/7 on-call support coverage per SOP as required.
Required Skills and Qualifications:
5+ years of experience in IT Incident Management or similar roles.
Deep understanding of ITIL practices and incident lifecycle.
Experience with enterprise monitoring and event correlation tools (e.g., AIOps, Splunk, Dynatrace, etc.).
Strong communication, coordination, and documentation skills.
Proven ability to manage high-pressure incidents and collaborate across teams.
Familiarity with knowledge management systems and root cause analysis methods.
Ability to work flexible hours, including on-call rotations.
Preferred Qualifications:
ITIL v3 or v4 Certification.
Experience in a large-scale enterprise IT environment.
Background in service operations, SRE, or technical support roles.