Incident Management Specialist
2 weeks ago
Incident Management Specialist Job Summary:
We are seeking a skilled Incident Management Specialist to join our Global IT Service Management Team. In this critical role, you will be responsible for detecting and responding to service-impacting events, triaging and driving effective mitigation strategies, and ensuring the smooth functioning of our IT services.
Key Responsibilities:
- Technology support experience with two to three years of hands-on support experience in infrastructure and or application services.
- Critical Incident and Problem management experience with deep knowledge and experience in driving the root cause of incidents with short term and permanent corrective actions.
- Data analytics experience with strong strategic thinking and analytical skills to troubleshoot complex technical issues.
- Incident Service Restoration Bridge Call Facilitation experience with excellent communication and interpersonal skills.
Operational Requirements:
- Flexibility to work within a "Follow the Sun" global shift rota, covering local day-time hours, including holidays and weekends, on a rotational basis.
- Requires to be "on-call" as part of an on-call rotation outside of normal business hours.
Nice to Have:
- ITIL certification(s) such as ITIL Foundation or higher.
- Advanced ServiceNow data and reporting capabilities.
- Previous experience working with ITSM Change, Knowledge Management, IT Service Continuity, and Disaster Recovery concepts.
About the Role:
This is a critical role in our IT Service Management Team. If you are proactive, skilled, and have a solid background in infrastructure or application support, we encourage you to apply. We are looking for someone who can bring technical expertise and a comprehensive understanding of incident management processes to our team.
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