Incident Management Specialist

Company Overview

Information about the company is not provided. This section can be added later if necessary.

Job Summary

The Incident Management Specialist will play a key role in ensuring the smooth operation of IT services by managing incidents effectively. The ideal candidate will be responsible for major incident management and collaborating closely with international support teams to resolve issues promptly. This position contributes to the organization's goals by maintaining high levels of service continuity and customer satisfaction.

Responsibilities

• Manage major incidents and facilitate bridge calls to ensure timely resolution.
• Monitor and coordinate incident management processes according to ITIL best practices.
• Provide international support, effectively resolving issues and communicating with global teams.
• Ensure comprehensive documentation of incident reports and resolutions.
• Assist in change management processes, ensuring minimal disruption to services.
• Collaborate with project management teams to identify and address incident trends.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related field is preferred.
• Excellent communication skills (both verbal and written) to effectively engage with stakeholders.
• Strong knowledge of ITIL framework, particularly in Incident and Major Incident Management processes.
• Proficient in ServiceNow or similar IT service management tools.
• Experience in IT infrastructure and support within a corporate environment.
• Familiarity with project management methodologies related to IT services.
• Minimum of 3-6 years of relevant experience in incident management roles.

Preferred Skills

• Experience working with major global service companies such as CGI, Accenture, and Capgemini.
• Background in managing change management processes in IT environments.
• Understanding of service continuity management and problem management.

Experience

• A minimum of 3-6 years of experience in Incident Management or related fields.

Environment

Information about the work setting is not provided. This section can be added later if necessary.

Salary

Salary information is not specified. This section can be added later if necessary.

Growth Opportunities

Potential career advancement opportunities within the company are not specified. This section can be added later if necessary.

Benefits

Information about offered benefits is not provided. This section can be added later if necessary.