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