Incident Management & Stabilisation Specialist - VOIS

Act as the single point of contact for all critical incidents across clients. Monitor and manage real-time incidents, ensuring timely resolution through continuous follow-up with support teams. Coordinate and oversee the entire incident lifecycle, ensuring accurate prioritisation and categorisation. Lead and facilitate WAR rooms to address and resolve critical incidents effectively. Conduct service review meetings with business stakeholders, presenting trend analyses and improvement recommendations. Collaborate with Problem Management and Service Desk teams to identify root causes and ensure seamless handovers. Ensure incident records are complete and ready for problem management analysis. Provide post-production support, including gap analysis and follow-up actions. Deliver comprehensive incident management reporting, including KPIs and management reports. Publish weekly SLA reports and conduct monthly SLA review meetings with team leads. Develop and maintain an error database to enhance incident resolution efficiency. Communicate progress and critical updates to senior stakeholders and business users. Minimum 5 years of experience in IT Incident Management, Stabilisation, and Release Management. ITIL V4 Foundation certification is essential. Willingness to work in a 24/7 operational environment. Strong communication and stakeholder management capabilities. Proficient in reporting tools such as Power BI and MS Excel. Familiarity with problem and change management processes is advantageous. Demonstrated ability to manage high-pressure situations with a solution-oriented mindset. Strong understanding of the end-to-end IT incident lifecycle. If you are excited about this role but your experience does not align exactly with every aspect of the job description, you are encouraged to apply. You may be the right candidate for this or another opportunity, and the recruitment team will support you in exploring where your skills fit best.