D&T Associate Manager - Incidents Management

Purpose of the Job

The Incidents Associate Manager (Shift Manager) is accountable for real-time operational leadership of Incident Management during assigned shifts. This role acts as the senior operational authority on shift, ensuring disciplined triage, escalation governance, stakeholder communication, and operational execution quality across 24/7 IT Operations.

The role ensures frontline teams operate as a controlled, business-aligned operational function rather than a ticket-routing layer, with clear decision authority during incidents and service disruptions.

Job Description

Stream A – Shift Leadership & Operational Control

• Act as the senior operational authority during assigned shifts (24/7 model), with decision rights for triage, escalation, and incident coordination.
• Lead L1 and L1.5 analysts during shift and enforce triage standards, classification discipline, and escalation protocols.
• Manage real-time operational workload, queue health, and backlog prioritization to meet OLAs and SLAs.

Stream B – Incident Governance & Quality Assurance

• Ensure all incidents meet minimum triage standards before SME escalation (impact, diagnostics, evidence, mitigation actions).
• Enforce incident lifecycle governance including categorization, prioritization, communication cadence, and closure quality.

Stream C – People & Shift Performance Management

• Lead and manage shift-based analysts and senior analysts, including onboarding, coaching, performance feedback, and development planning.
• Support workforce planning, shift capacity modeling, and fatigue management for 24/7 operations.

Stream D – Operational Improvement & Automation

• Identify recurring incident patterns, operational noise, and automation opportunities during shift operations.
• Maintain and improve operational runbooks, knowledge base, and shift handover documentation.

Stream E – Stakeholder & Vendor Coordination

• Act as the primary operational interface for resolver teams, vendors, and internal stakeholders during assigned shifts.
• Ensure vendor engagement aligns with escalation policies and contractual OLAs.

Job Requirements - Experience and Education

· 4 - 5years of experience in enterprise IT Operations or Incident Management roles.

· Demonstrated experience leading shifts in 24/7 operational environments.

· Strong understanding of ITIL Incident, Major Incident, and escalation governance frameworks.

· Bachelor degree in Information Technology, Engineering, or related discipline.

Certifications:

Mandatory:

• ITIL v4 Foundation (or must obtain within 6–12 months of joining)

Preferred:

• ITIL v4 Managing Professional modules
• ServiceNow CSA or ITSM certifications

Mandatory:

• ITIL v4 Foundation (or must obtain within 6–12 months)

Preferred:

• ITIL v4 Managing Professional modules
• ServiceNow CSA

Leadership Behaviors
Building Outstanding Teams
Setting a clear direction
Simplification
Collaborate & break silos
Execution & Accountability
Growth mindset
Innovation
Inclusion
External focus
Skills