Incident Management Specialist at Nexio

ROLE PURPOSE

• The Incident Management Specialist is responsible for the operational coordination, execution, and continual improvement of the Incident Management process to ensure rapid restoration of normal service and minimal impact to business operations.
• The role ensures that service disruptions are managed effectively across 1st, 2nd, and 3rd line support teams and third-party service providers, in accordance with ITIL best practices and agreed Service Level Agreements (SLAs).

ROLE REQUIREMENT

Incident Management Process Execution

• Promote and ensure correct usage of the Incident Management process across all support levels.
• Coordinate the end-to-end lifecycle of incidents to ensure timely restoration of services.
• Ensure incidents are resolved in line with SLA targets and operational priorities.
• Act as a functional escalation point for Incident Analysts and Service Desk staff.
• Escalate to line management when service levels are at risk of being breached.

Major Incident Management

• Coordinate and manage Major Incidents, ensuring structured communication, prioritisation, and resolution.
• Facilitate collaboration across cross-functional support teams during major incidents.
• Ensure post-incident reviews are conducted and improvement actions identified.
• Participate in RCA and Problem Management Process.

Cross-Functional Coordination

• Work closely with the Service Desk Manager to ensure the Service Desk operates as the Single Point of Contact (SPOC).
• Ensure incidents are routed correctly and prevent bypassing of the Service Desk.
• Coordinate activities across 1st, 2nd, and 3rd line support teams and third-party vendors.

Process Governance & Improvement

• Monitor Incident Management performance using qualitative and quantitative KPIs.
• Produce accurate management information and incident performance reporting.
• Identify trends, recurring incidents, and systemic issues and escalate to Problem Management.
• Participate in the development, maintenance, and review of Incident Management policies, procedures, and standards.
• Conduct regular audits of the Incident Management process and tools.
• Identify opportunities to improve tools, workflows, and automation.

Coaching & Enablement

• Coach Incident Analysts and support teams on correct process usage and best practices.
• Identify training requirements across support teams and support enablement initiatives.
• Contribute to customer and end-user education needs through incident trend analysis.

Tools & Systems

• Support the configuration, maintenance, and effective use of Incident Management systems.
• Ensure accurate logging, categorisation, prioritisation, and documentation of incidents.
• Ensure access to Known Error and knowledge information is available to support teams.

KEY PERFORMANCE INDICATORS (KPIs)

• Incident resolution within SLA targets
• Mean Time to Respond (MTTr)
• Mean Time to Restore (MTTR
• Effectiveness of Major Incident handling
• Reduction in repeat and recurring incidents
• Accuracy and quality of incident records and reporting
• Timely and accurate reporting as per contractual requirements
• Stakeholder satisfaction with incident handling

JOB SPECIFIC REQUIREMENTS

PROFESSIONAL COMPETENCIES

• Strong understanding of ITIL Incident Management and other related ITIL practices
• Experience coordinating incidents across multi-tier support environments
• Strong analytical and problem-solving capability
• Ability to work under pressure in high-impact service environments
• Strong stakeholder communication and coordination skills
• Attention to detail and quality assurance

TECHNICAL & OPERATIONAL SKILLS

• Experience working with ITSM tools and service management platforms
• Proficiency in reporting, dashboards, and operational documentation
• Understanding of IT infrastructure and service dependencies
• Ability to analyse incident trends and performance data.

QUALIFICATIONS & EXPERIENCE

Essential

• 2–3 years’ experience in IT Service Management with a focus on Incident Management
• Proven experience supporting or coordinating critical incident responses

Desirable

• Bachelor’s degree in information technology, Computer Science, or related field
• ITIL Foundation Certification
• Experience in Service Assurance or Managed Services environments
• Exposure to Problem and Change Management processes