Who are we?

Amdocs helps those who build the future to make it amazing. With our market-leading portfolio of software products and services, we unlock our customers’ innovative potential, empowering them to provide next-generation communication and media experiences for both the individual end user and enterprise customers. Our employees around the globe are here to accelerate service providers’ migration to the cloud, enable them to differentiate in the 5G era, and digitalize and automate their operations. Listed on the NASDAQ Global Select Market, Amdocs had revenue of $5.00 billion in fiscal 2024. For more information, visit www.amdocs.com

In one sentence

Leads and directs teams to deliver a unique, high quality product, service or product support result within a defined schedule, budget, quality and scope.

What will your job look like?

Leadership and oversight: 

You will provide strategic leadership and meticulous oversight of the incident management process. Will help IT service desks navigate through the incident life cycle, collaborate with various teams, and devise incident response strategies to minimize the impacts of disruptions.

Resource management: 

You will allocate resources, including personnel, tools, and infrastructure, to promptly address incidents and ensure effective resource utilization. Additionally, you will  monitor the workload of the incident response team for smooth operations during the incident management process.

Coordination and communication:

You will coordinate with various teams involved in incident response and delegate tasks to specific team members, including technical support teams, IT operations teams, and external vendors.  Act as communication bridge between stakeholders, provide regular updates on the status of incidents, and manage expectations regarding resolution timelines.

Decision-making and problem-solving: 

You will facilitate decision-making processes, guiding teams in identifying and implementing effective solutions to resolve incidents promptly.

Root cause analysis: 

You will lead the investigation of incidents to determine their root causes and underlying issues. You will oversee the implementation of corrective and preventive measures to address root causes and prevent recurrence of incidents in the future.

Continuous improvement: 

You will drive efforts for ongoing improvement by conducting post-incident reviews and applying insights gained to enhance the effectiveness and efficiency of the incident management process.  You will analyze incident trends, identify areas for improvement, and implement changes to prevent similar incidents from occurring in the future.

Documenting incident details and actions:

Incident managers ensure comprehensive documentation of incident details, response actions, and outcomes, recognizing their importance for analysis, compliance, and future improvement efforts.

All you need is...

• 6-8 years of experience in project management domain, with at least 4 years hands of experience in leading at least one of the project management aspects, such as: schedule, budget, resources, risks, etc.
• Experience in the relevant domain and general knowledge in relevant areas such as SW development, delivery, testing, etc.
• Technical expertise in security, networking, and systems is essential, along with proficiency in project management and organizational skills for executing incident response plans.
• Leadership and teamwork capabilities are crucial for motivating and coordinating team members effectively.
• Effective communication and presentation skills are necessary for delivering clear and tailored messages to diverse audiences.
• Analytical skills, critical thinking abilities, and stress management techniques are vital for evaluating situations, creating informed strategies, and navigating the pressures of incident management.
• Obtaining relevant certifications such as ITIL^® Foundation, Certified Incident Manager (CIM), Certified Information Security Manager (CISM), or other certifications specific to incident management can enhance the qualifications and credibility of an IT incident manager.

Why you will love this job:

• You will work on large challenging and complex programs
• You will be able to work with the best and brightest minds to collaborate across accounts/regions to provide a single voice
• You will have the opportunity to work with the industry most advanced technologies.

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