Junior Incident, Request & Knowledge Manager

The role involves operational governance and coordination of Incident Management, Major Incident Management, Request Management, and Knowledge Management practices. The manager ensures consistent handling of service disruptions and service requests while enabling effective knowledge reuse to improve resolution speed, service quality, and user experience. Acting as the key coordination point between Service Desk teams and technical support groups, the manager ensures structured escalation, effective communication, and timely service restoration during standard and major incidents. The work directly contributes to operational stability, service reliability, and continuous improvement across IT service operations.

• Coordinate Incident, Major Incident, Request, and Knowledge Management operations to ensure consistent and effective service handling.
• Act as the central coordination point during maj...