Role description

  • Responsible for the effective implementation of the process “Incident Management” and carries out the respective reporting procedure
  • Responsible for planning and coordinating all the activities required to perform, monitor, and report on the process
  • Improvise the Incident Management process
  • Responsible for communicating with the Incident Process Owner
  • Point of contact for all Major Incidents
  • Represent the first stage of escalation for Incidents
  • Monitor the incidents to ensure that the Service Level Agreement are respected
  • Identify, initiate, schedule and conduct incident reviews
  • Ensure the closure of all resolved and end-user confirmed Incident records
  • Provide guidance to the Incident Process Coordinators
  • Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable

Knowledge, Experience and Skills

  • 5 to 7 years strong experience as an Incident Manager in the Software Application area
  • Bi-lingual

Essential skills

Bi-lingual Incident Manager with strong experience in the Software Application area

Based in the United Arab Emirates, Arunima has been with Thomas Thor since 2016 and is a Senior Recruitment Consultant with international recruitment experience.

Arunima Dipu