Incident Manager

Strong leadership, operational management, customer service, problem-solving, and decision-making skills to effectively manage daily operations and handle escalations. "Strong understanding of ITIL Incident and Major Incident Management practices. Basic understanding of security concepts including encryption, firewalls, and threat modeling. •        Strong incident command and stakeholder management •        Excellent written and verbal communication (updates, timelines, impact) •        Analytical thinking and structured troubleshooting approach •        Ability to work under pressure and prioritize effectively •        Cross-team coordination and conflict resolution ---------------------------------------------------------------------------------------- •        Network protocols: DNS, TCP/IP •        Operating Systems: Windows, Linux, z/OS •        Tools: ServiceNow, Zoom, Microsoft Office Suite •        Dashboards: Grafana, ServiceNow •        Mainframe framework exposure" Basic understanding of security concepts including encryption, firewalls, and threat modeling. Role Descriptions: Oversee daily operations| manage staff performance| ensure customer satisfaction| and handle issues to maintain smooth and efficient business operations. Essential Skills: Manager on Duty (MOD)Operations management with strong leadership in supervising teams| handling customer issues| and ensuring smooth daily business operations.Customer service excellence with problem-solving ability| conflict resolution| and adherence to operational policies and compliance