Job Description

The Outage Incident Manager is responsible for leading the response to major IT service disruptions, ensuring rapid restoration of services, minimizing business impact, and driving continuous improvement in incident management processes. This role acts as the central point of coordination during critical incidents, collaborating across technical and business teams to manage communication, root cause analysis, and recovery efforts.

Certifications Preferred: ITIL v4 Foundation, PMP, or cloud certifications (AWS/Azure).

Key Responsibilities:

• Incident Response & Management
• Lead the end-to-end management of major incidents, ensuring timely resolution and service restoration.
• Coordinate cross-functional technical teams to diagnose, escalate, and resolve complex issues.
• Serve as the primary point of contact and communication bridge during outages, providing timely updates to stakeholders.
• Drive adherence to incident management processes and service-level agreements (SLAs).
• Communication & Reporting
• Facilitate incident calls and war rooms to manage live service disruptions.
• Provide clear and concise communications to executives, customers, and impacted users during and after incidents.
• Prepare post-incident reports including root cause analysis (RCA), impact assessment, and corrective actions.
• Continuous Improvement
• Conduct post-incident reviews to identify process gaps and lessons learned.
• Partner with Problem Management to ensure long-term remediation and prevention measures are implemented.
• Recommend improvements to incident management tools, monitoring systems, and escalation procedures.
• Operational Excellence
• Maintain readiness for incident response through regular process reviews, training, and scenario drills.
• Collaborate with Change and Release Management to reduce service disruption risks.
• Track and report on incident trends, KPIs, and performance metrics.

Qualifications & Experience:

• Bachelors degree in Computer Science, Information Technology, or related field (or equivalent experience).
• 5+ years of experience in IT operations, service management, or network/system administration.
• 2+ years specifically managing major incidents or outages in a complex technical environment.
• Strong understanding of ITIL framework (Incident, Problem, and Change Management)
• Proven ability to remain calm and decisive under pressure.
• Excellent communication, facilitation, and stakeholder management skills.
• Experience with incident management tools (e.g., ServiceNow, PagerDuty, Jira Service Management).
• Knowledge of cloud platforms (AWS, Azure, GCP) and modern observability tools is a plus

Key Competencies:

• Crisis management and decision-making
• Leadership and team coordination
• Technical troubleshooting and analysis
• Process improvement and documentation
• Customer and stakeholder communication
• Optional Add-ons (Depending on Organization):
• Shift/On-call Requirements: Must be available for after-hours and weekend on-call rotations.

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