Cennox

Manager

• Monitor and triage all incoming support requests logged in various IT tracking systems (e.g., Freshservice, custom issue log, direct requests from stakeholders)
• Validate request completeness and ensure all required details are captured
• Assess each incident for severity, business impact, and completeness
• Determine appropriate priority based on facts provided in the incident
• Identify incidents vs. enhancements and route accordingly
• Assign incidents to the proper resource or team (IT Support, 3rd Party Partners, ERP/Business Applications)
• Confirm resolution quality, validate with requestors, and keep incident tracking systems clean by closing tickets
• Analyze incident trends, root causes, and recurring issues; propose problem management initiatives
• Partner with teams to improve incident prevention, monitoring, alerting, and automation
• Work across all areas of IT: traditional IT support (end-user, infrastructure), software development (applications, integrations), and ERP configuration/support
• Collaborate with Product Owners and Business Analysts to align incident handling with business priorities

IT Incident Manager