Proactive Incident Resolution Specialist
1 week ago
Incident Manager Job Summary
We are seeking a skilled Incident Manager 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 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
- Data analytics experience with strong strategic thinking and analytical skills to troubleshoot complex technical issues
- Excellent communication and interpersonal skills with the ability to collaborate effectively with stakeholders
Operational Requirements
- Flexibility to work within a "Follow the Sun" global shift rota, covering local day-time hours, including holidays and weekends
- Requires to be "on-call" as part of an on-call rotation outside of normal business hours
Nice to Have
- ITIL certification
- Advanced ServiceNow data and reporting capabilities
- Previous experience working with ITSM Change, Knowledge Management, IT Service Continuity, and Disaster Recovery concepts
Education
- Bachelor's degree in Computer Science, Information Technology, or a related field
Category: Information Technology
As a skilled Incident Manager, you will play a pivotal role in ensuring the smooth functioning of our IT services. If you're passionate about driving continuous improvement and enjoy collaborating with cross-functional teams, this could be the perfect opportunity for you.
This role requires a solid background in infrastructure or application support, with a comprehensive understanding of incident management processes, ITIL principles, and the ability to leverage data analytics for informed decision-making. You will work in a fast-paced environment, enjoying the challenge of resolving complex technical issues and implementing proactive measures to prevent incidents.
Key Qualifications
- Two to three years of hands-on support experience in infrastructure and or application services
- Five plus years of leading major incident meetings and facilitating the service restoration process
- Strong analytical skills and ability to decompose complex/critical incoming issues
Why Join Our Team?
We are a dynamic organization with a reputation for excellence. Our team is passionate about delivering high-quality services and solutions to our customers. As an Incident Manager, you will have the opportunity to work with a talented team, develop your skills and knowledge, and contribute to the success of our organization.
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