Incident Management Engineer

We are looking for an experienced Incident Management Engineer to join our Global Incident Response Team. The ideal candidate will have experience leveraging ITIL best practices for Incident Management and providing key metrics and reporting to drive continuous improvement. In this role, you will be at the center of our technology operations focused on ensuring that our systems run smoothly and efficiently. You will be responsible for managing critical incidents from discovery to service restoration and collaborating with technology teams to prevent recurrence. Key Responsibilities: Incident Management: Lead the response to IT incidents, ensuring fast resolution and minimal impact on operations. Develop and implement strategies for incident prevention. Application Monitoring: Manage real-time monitoring of all IT systems and applications, identifying and collaborating with application and service owners to address performance issues proactively to prevent downtime. Operational Reporting: Create, maintain, and enhance dashboards and KPIs that accurately reflect system availability and performance. Use data analytics to inform decision-making and operational improvements. System Optimization: Work with application and service owners to continuously evaluate system performance, identifying opportunities for optimization and enhancements to support scalability and reliability. Collaboration and Communication: Work closely with technical teams and cross-functional stakeholders to ensure alignment on priorities and initiatives. Act as a bridge between IT and other departments, ensuring timely updates and feedback loops to address concerns and improve overall service delivery.