Qureos Mentor

Stewart Pakistan Private Limited

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 Job Summary:
 
 
 
 
 
 We are looking for a proactive and detail-oriented Incident Manager (Lead IT Service Management Analyst) to oversee the end-to-end management of critical and major incidents, ensuring minimal business impact and timely resolution. The ideal candidate will be responsible for leading incident bridges, driving resolution efforts across technical teams, and ensuring clear and timely communication to stakeholders throughout the lifecycle of the incident.
 
 
 
 
 
 Job Description &ndash; (Duties/Responsibilities)
 
 
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 Bridge Management:
 
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 Initiate, lead, and manage incident bridges (voice/video/chat) for major and critical incidents.
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 Ensure all relevant stakeholders and technical teams are engaged promptly.
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 Maintain control and structure during bridge calls to drive resolution.
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 Incident Coordination:
 
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 Coordinate with application, infrastructure, and support teams to identify root cause and drive timely resolution.
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 Monitor incident progress and ensure escalation procedures are followed.
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 Ensure all incidents are correctly categorized, prioritized, and documented.
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 Stakeholder Communication:
 
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 Own end-to-end communications during incidents &mdash; including initial alerts, regular updates, and post-resolution summaries.
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 Tailor communication based on the audience (technical vs. business).
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 Serve as the primary point of contact during major incident escalations.
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 Post-Incident Review:
 
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 Conduct and document post-incident reviews (PIRs), involving technical teams for root cause analysis and preventive actions.
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 Track and follow up on action items from incident reviews.
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 Process Management &amp; Improvement:
 
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 Contributes to continuous improvement of the Incident Management process.
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 Ensure adherence to ITIL standards and organizational SLAs.
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 Maintain incident documentation and metrics to identify trends and opportunities for automation or training.
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 Open to learning other ITIL processes like Knowledge &amp; Reporting, and Problem Management through cross-training.
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 Criteria/Requirement:
 
 
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 Bachelor&rsquo;s degree in computer science, Information Technology, or related field.
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 3+ years of experience in IT Service Management or Operations, with at least 2 years in Incident Management.
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 Strong experience managing high-priority incident bridges.
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 In-depth knowledge of ITIL processes; ITIL certification preferred.
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 Excellent communication, facilitation, and coordination skills.
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 Ability to stay calm and focused under pressure and drive resolution in high-stress environments.
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 Familiarity with tools like ServiceNow, or similar
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 Experience working with global teams across multiple time zones.
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 Flexibility to work on-call rotations and adjust to different time zones as needed to support global operations.
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Incident Manager

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 Key Responsibilities:
 
 
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 Maintain and update pricing and rate information across various TPS applications with precision.
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 Ensure consistency and accuracy of pricing data across all systems and platforms.
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 Collaborate cross-functionally to gather and validate information for pricing updates.
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 Identify opportunities to automate manual processes within the rates team.
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 Research and recommend AI-driven solutions to enhance operational efficiency.
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 Implement and manage automation tools to streamline workflows and reduce manual effort.
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 Communicate clearly and effectively with internal teams and stakeholders, both verbally and in writing.
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 Document processes and updates to ensure transparency and accuracy.
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 Leverage MS Excel for data analysis, including formulas, lookups, and visualizations.
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 Apply strong analytical skills to interpret data and deliver actionable insights.
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 Work independently with minimal supervision, managing tasks and priorities effectively.
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 Organize workload to meet deadlines in a fast-paced environment
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 Qualifications &amp; Skills
 
 
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 Minimum 2+ years of experience in pricing, rates management, or automation-related roles.
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 Proficient in MS Office, especially MS Excel (formulas, lookups) and MS Outlook.
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 Strong analytical mindset with the ability to conceptualize and communicate numerical data.
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 Excellent written and verbal communication skills.
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 Proven ability to work independently and manage multiple tasks efficiently.
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 Familiarity with AI tools and strategies for process improvement.
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 Bachelor&rsquo;s degree in data science or a related field is preferred.
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Business Support Analyst

Join Stewart Pakistan Private Limited and explore 2   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

Stewart Pakistan Private Limited

ABOUT_COMPANY

Incident Manager

Business Support Analyst