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About the Role
Incident Manager - Role Overview
Responsible for the execution and continuous improvement of the Incident Management process, with strong focus on ServiceNow, process design, SLA management, and performance analytics.
Key Responsibilities
- Design, maintain, and continuously improve the Incident Management process (ITIL aligned)
- Create and update process documentation and work instructions
- Ensure proper incident handling, prioritization, and SLA compliance
- Act as ServiceNow SME for Incident Management (configuration, workflows, data quality)
- Define and manage SLAs, KPIs, and operational metrics
- Develop and maintain advanced analytics, dashboards, and reporting (Performance Analytics)
- Monitor and drive reduction of incident backlog and aging tickets
- Ensure alignment an...
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