The Incident Manager will be responsible for, but not limited to:

• Developing and maintaining Incident Management frameworks to priortise IT Incidents based on their impact on the business and the criticality of affected systems.
• Developing and maintaining systems and processes for the early detection of incidents.
• Documenting all aspects of the Incident response process, including triage process, actions taken, decisions made, and outcomes achieved.
• Developing and maintaining incident response plans and procedures that involve identifying potential risks and mitigation strategies.
• Ensuring communication plans are in place and ready for activation to communicate with stakeholders, including senior management, affected users, and IT staff, are provided updates on incident status and resolution progress.
• Conducting post-incident reviews to analyse what happened, why it happened, and how similar incidents can be prevented in the future.
• Updating the knowledge platforms and documentation to facilitate quicker resolution of similar incidents in the future.
• Displaying sound problem solving, analytical, and time management skills.
• Ensuring excellent communication, and ability to collaborate with team members and stakeholders.
• Assisting AEC employees with incidents and service requests within an ITIL framework and undertaking level 1 and 2 desktop support for staff across the AEC as needed.
• Updating internal operating procedures in line with business and executive requirements.
• Perform additional duties or assume responsibility of functions as directed from time to time.