Incident Manager Us Shift Job in Rysun Labs

Position: Incident Manager - US Shift

Job Summary:

The Incident Manager is responsible for leading the incident management process to ensure timely identification, resolution, and documentation of IT incidents. The role involves coordinating with cross-functional teams, handling major incidents, and driving continuous improvement in IT service delivery. The ideal candidate should have expertise in ITIL processes, IT service management (ITSM) tools, stakeholder communication, and problem-solving skills to maintain high availability and stability of IT services.

Key Responsibilities:

• Incident Management & Response:
  • Lead the incident management process, ensuring rapid response, resolution, and communication.
  • Act as an escalation point for critical IT incidents, ensuring minimal disruption to business operations.
  • Coordinate with IT teams (Infrastructure, Network, Security, Applications, etc.) to diagnose, troubleshoot, and resolve issues.
  • Ensure compliance with SLAs by monitoring incident resolution times and escalating issues as needed.
  • Conduct Root Cause Analysis (RCA) and drive corrective actions to prevent recurrence.
  • Facilitate post-incident reviews (PIRs) and ensure continuous process improvements.
• Stakeholder Communication & Coordination:
  • Serve as the primary liaison between IT teams, business units, and senior leadership during incidents.
  • Provide timely incident status updates to stakeholders with clear impact assessments.
  • Ensure effective collaboration with third-party vendors and service providers for quick resolution.
  • Develop and maintain incident communication templates for standardization.
• Process Improvement & Governance:
  • Ensure adherence to ITIL best practices and ITSM frameworks.
  • Identify trends in recurring incidents and work with Problem Management to implement permanent fixes.
  • Maintain and enhance Incident Management Standard Operating Procedures (SOPs).
  • Work closely with Change Management to assess risks and minimize service disruptions.
• Training & Readiness:
  • Conduct training sessions for IT teams on best practices for incident handling.
  • Organize incident response simulations and tabletop exercises to enhance preparedness.
  • Develop incident management playbooks to standardize response procedures.

Required Skills & Qualifications:

• Technical & ITSM Expertise:
  • Strong understanding of ITIL frameworks (Incident, Problem, and Change Management).
  • Hands-on experience with ITSM tools such as ServiceNow, BMC Remedy, Jira Service Desk, or similar platforms.
  • Knowledge of enterprise IT environments, including networking, cloud services, cybersecurity, and applications.
  • Familiarity with log analysis, event correlation, and monitoring tools (e.g., Splunk, SolarWinds, Nagios).
• Soft Skills & Competencies:
  • Excellent communication and stakeholder management skills for cross-functional collaboration.
  • Strong analytical, problem-solving, and decision-making abilities under high-pressure situations.
  • Ability to handle multiple high-priority incidents simultaneously.
  • Leadership skills to guide IT teams and improve incident management practices.

Education & Certifications:

• Bachelor s degree in Computer Science, Information Technology, or related field.
• ITIL Foundation Certification (ITIL v3 or ITIL 4) Mandatory.
• Preferred: ISO 27001, PMP, COBIT, CISSP, or relevant ITSM/security certifications.

If you are an experienced Incident Manager with a strong ITIL background and the ability to manage high-priority incidents in a fast-paced environment, we encourage you to apply and join our dynamic team!