Incidents Associate Manager (Shift Manager)

Incidents Associate Manager (Shift Manager)

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.

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.
• 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).

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.

Job Requirements - Experience and Education

• 4-5 years 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's degree in Information Technology, Engineering, or related discipline.

Mandatory:

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

Preferred:

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

Leadership Behaviors

Building Outstanding Teams

Setting a clear direction

Simplification

Collaborate & break silos

Execution & Accountability

Growth mindset

Innovation

Inclusion

External focus