Senior IT Service Resolution Specialist

3 days ago

Remote, India beBeeIncident Full time
Job Summary:

The objective of this role is to oversee the incident management process, ensuring that IT service disruptions are resolved promptly and efficiently.

This position acts as the primary point of contact during major incidents and strives to minimize business impact and restore normal service operations. The Incident Manager will lead the response and resolution process for high-priority incidents, coordinate communication between technical teams, stakeholders, and management during incidents, ensure accurate and timely documentation of incidents and actions taken, drive root cause analysis and post-incident reviews (PIR), monitor incident trends and recommend process improvements, maintain incident records in the ITSM tool and ensure SLA compliance, escalate unresolved incidents to appropriate support teams or vendors, develop and maintain incident management procedures and documentation, and provide regular incident metrics and reports to leadership.

Required Skills and Qualifications:
  • Bachelor's degree in Information Technology, Computer Science, or a related field
  • 3+ years of experience in incident or IT service management
  • Strong understanding of ITIL framework and incident management processes
  • Excellent problem-solving, coordination, and communication skills
  • Ability to work under pressure and manage multiple priorities
Benefits:

This role offers opportunities for professional growth and development, collaboration with experienced professionals, and the chance to make a significant impact on the organization's incident management processes.

Others:

We offer a dynamic and challenging work environment, opportunities for training and development, and a competitive compensation package.

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