SysTechCorp - Incident Manager
3 weeks ago
Responsibilities:
Incident Identification & Classification:
- Monitor IT systems and network activity for potential incidents.
- Receive and triage incident reports from internal and external sources.
- Classify incidents based on severity and impact on business operations.
Incident Response & Resolution:
- Analyze incidents to determine root cause and develop effective resolution plans.
- Implement solutions to resolve incidents and restore normal operations promptly.
- Escalate complex incidents to the appropriate teams as needed.
Communication & Documentation:
- Communicate effectively with stakeholders throughout the incident life cycle, providing timely updates and clear explanations.
- Document incidents thoroughly, including root cause analysis, resolution steps, and lessons learned.
Continuous Improvement:
- Analyze trends in incident data to identify recurring issues.
- Develop and implement preventative measures to minimize future incidents.
- Contribute to the improvement of IT infrastructure and processes for better incident Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience).
- Minimum 1-2 years of experience in IT support or incident management.
- Proven experience in identifying, diagnosing, and resolving complex IT incidents.
- Strong analytical and problem-solving skills.
- Excellent communication, interpersonal, and collaboration skills.
- Ability to work independently and manage multiple tasks effectively.
- Ability to prioritize and work effectively under pressure.
- Experience with IT service management (ITSM) methodologies (ITIL) is a plus.
- Familiarity with incident management tools is a plus
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