The Incident Management Specialist is responsible for managing and resolving incidents that impact IT services and business operations. This role involves ensuring that incidents are effectively logged, categorized, prioritized, and resolved in a timely manner, while maintaining high levels of communication with stakeholders.Key Responsibilities:Incident Management:Act as the central point of contact for incident management activities.Receive, log, and categorize incidents according to predefined processes.Coordinate the resolution of incidents, ensuring that they are addressed promptly and effectively.Track and escalate incidents as necessary to ensure timely resolution.Communication:Maintain regular communication with internal and external stakeholders throughout the incident lifecycle.Provide updates and detailed incident reports to management and affected parties.Documentation:Document incident details, actions taken, and resolutions accurately.Create and maintain incident management reports and metrics.Process Improvement:Identify trends and recurring issues to propose and implement improvements to incident management processes.Assist in the development and refinement of incident management procedures and documentation.Collaboration:Work closely with IT support teams, vendors, and other departments to resolve incidents.Facilitate post-incident reviews and contribute to root cause analysis.Compliance:Ensure that all incidents are managed in compliance with company policies and procedures.Adhere to service level agreements (SLAs) and operational level agreements (OLAs).Qualifications:Bachelor's degree in Information Technology, Computer Science, or a related field; or equivalent work experience.Minimum of 5 years of experience in incident management, IT support, or a related role.ITIL Foundation certification or similar IT service management certification is a must.Proficiency in incident management tools and systems (e.g., ServiceNow, JIRA, BMC Remedy). Understanding of IT infrastructure and applications.Strong problem-solving abilities, excellent communication skills, and a customer-focused approach. Ability to work under pressure and manage multiple priorities.Job Types: Full-time, PermanentExperience:Incident management, IT support: 5 years (Preferred)Service Desk: 3 years (Preferred)Application Deadline: 2024/08/19
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