Incident Management Specialist

About the Company The Incident Management Specialist is responsible for coordinating the effective resolution of major incidents impacting critical services. This role focuses on incident coordination, stakeholder communication, and metrics tracking, without people management or team leadership responsibilities. About the Role This role focuses on incident coordination, stakeholder communication, and metrics tracking, without people management or team leadership responsibilities. Responsibilities Coordinate response activities for major incidents affecting critical business services Quickly assess incidents and identify the appropriate technical teams to engage Facilitate and lead incident bridges/calls, ensuring discussions remain focused on service restoration Capture and track incident actions, decisions, timelines, and recovery updates Provide clear, timely, and accurate status updates to senior stakeholders Maintain regular communication until full service restoration Monitor and track key incident metrics, particularly MTTR Support post-incident documentation, reporting, and summaries Ensure adherence to incident management processes and communication standards Qualifications 3+ years of experience in Incident Management, IT Operations, or Service Management Exposure to 24x7 production support environments (preferred) Knowledge of ITIL processes (Incident, Problem, Change) ITIL Foundation certification is a plus Required Skills Strong background in Incident and Problem Management Good understanding of incident performance metrics, especially MTTR Ability to understand technical discussions and su