Incident Manager

About the role

The Incident Manager will oversee end‑to‑end incident handling for a contact‑center environment, ensuring swift resolution, clear communication, and continuous improvement of processes.

Key responsibilities

• Manage incidents from detection to closure, minimizing impact on operations and services.
• Recommend and implement preventive measures to reduce future incident risk.
• Coordinate mitigation actions and ensure incidents do not recur.
• Communicate timely updates to employees, management, and other stakeholders.
• Maintain detailed incident records, actions taken, and lessons learned.
• Analyze incident trends to identify policy, procedure, or control failures.
• Measure the effectiveness of compensatory controls and report monthly status.
• Leverage transformation tools and RPA where applicable to automate processes.

Required profile

• Strong planning and organizational abilities.
• Excellent verbal and written communication skills.
• High attention to detail and inquisitive mindset.
• Ability to work under pressure and adapt to changing conditions.
• Willingness to travel when required.

Required skills

• Proficiency in Microsoft Excel.
• Proficiency in Microsoft PowerPoint.
• Experience with Playbook documentation.
• Knowledge of Robotics Process Automation (RPA) and related transformation tools.