Manager - Incident Response and Recovery

Manager - Incident Response and Recovery

Bachelor of Business Administration (Management)

Nationality: Any Nationality

Vacancy: 1 Vacancy

Job Description

ROLE PURPOSE

As Incident & Change Manager, you will ensure stability, reliability, and continuous improvement of IT services across Space42 by managing incident resolution and overseeing controlled changes in our high-performance space technology environment. You will ensure that both incident management and change management are fully enabled and operationalized across all IT services and applications in line with established ITIL best practices for the space-tech industry. You will make sure that all incidents are logged and resolved promptly, and that all change requests are logged, validated, and approved prior to deployment.

Responsibilities

• Lead incident management processes, ensuring rapid resolution of critical IT issues to minimize downtime and maintain operational continuity.
• Oversee change management workflows, assessing risks and ensuring compliance with ITIL best practices to support business growth.
• Coordinate with cross-functional teams (IT, security, engineering) to implement changes with minimal disruption to services.
• Maintain incident and change records, analyze trends, and recommend preventive measures to enhance system reliability.
• Develop and refine IT service management (ITSM) policies, aligning with industry standards and company objectives.
• Facilitate post-incident reviews (PIRs) to identify root causes and implement corrective actions.
• Ensure compliance with regulatory and security requirements in all change and incident management activities.
• Drive continuous improvement by leveraging automation and AI-powered tools to optimize ITSM processes.
• Provide regular reports on incident/change metrics to senior leadership, supporting data-driven decision-making.
• Ensure the Asset and Configuration Management process is fit for purpose and aligns with organizational goals.
• Oversee the design, implementation, and continuous improvement of the process.
• Maintain accurate and up-to-date information in the Configuration Management Database (CMDB).
• Perform regular audits and verifications to ensure data accuracy.
• Interface with Change Management to ensure all changes to Configuration Items (CIs) are authorized and documented.
• Review and authorize changes to the Change Management structure, if relevant.
• Evaluate performance metrics against defined critical success factors (CSFs) and key performance indicators (KPIs).
• Implement actions to correct shortcomings and streamline processes as necessary.
• Ensure appropriate security and access levels to the Asset database and CMDB.
• Minimize quality and compliance issues by maintaining accurate configuration of services and assets.
• Ensure compliance with IT service management policies and procedures.
• Maintain detailed records of all Asset and Configuration Management processes and procedures.
• Generate reports to provide insights into CMDB health and accuracy.
• Promote awareness and acceptance of the Asset and Configuration Management process.
• Direct and schedule training for new Asset and Configuration coordinators.
• Provide training and guidance to service desk, support teams, and business stakeholders on asset and configuration management best practices.
• Identify trends and recurring issues to implement preventive measures.

Qualifications

• Bachelor's degree in information technology, Computer Science, or a related field.
• ITIL v4 Certification plus additional certifications like ISO 20000 or COBIT are preferred.
• Minimum 5 years experience in IT service management, incident/change management, or IT operations or a similar role.
• Experience with IT service management tools and software (e.g., ServiceNow, BMC Remedy, ManageEngine).
• Experience in high-availability environments (cloud, data centers, or critical infrastructure).

ADDITIONAL REQUIREMENTS

• Excellent communication skills for stakeholder engagement across technical and non-technical teams.
• Experience in aerospace, defense, or high-tech industries.
• Analytical mindset with expertise in problem-solving and process optimization.
• Ability to work under pressure in a fast-paced, innovation-driven environment.
• Familiarity with AI/ML-driven IT operations (AIOps) is a plus.
• Proficiency in MS Office, Power BI, and IT monitoring tools (Nagios, Splunk).

Company Industry: Administration

Keywords: Manager - Incident Response And Recovery