Incident Management Expert
3 weeks ago
Achieve service excellence as our Incident Management Expert, driving incident resolution, problem management, and change management processes. Guide the team in adhering to ITIL standards, ensuring timely resolution of incidents and minimizing downtime.
Key Responsibilities:
- Manage incidents from start to finish, ensuring timely resolution and communication with stakeholders
- Lead the team in maintaining Standard Operation Procedures (SOP) and Service Level Agreements (SLA)
- Coordinate critical incidents, establishing and maintaining effective communication with key stakeholders
- Develop and maintain comprehensive shift turnover reports and shift recaps
- Identify and analyze problems, suggesting improvements and implementing recognized business benefits
Change Management:
- Ensure consistent adherence to Change Management process requirements and standards
- Facilitate CAB review meetings and ensure all changes are reviewed and approved before implementation
- Monitor change progress, ensuring accurate assessment for Risk & Impact and documentation according to process standards
- Communicate the pipeline of infrastructure changes affecting supported platforms and ensure Change status, progress, and issues are communicated to the appropriate groups
Requirements:
- 3+ years of experience in Incident Management, Problem, and Change Management, and IT Operations
- ITIL certification a plus
- Strong verbal and written communication skills, with ability to translate technical information to business terminology
- Bachelor's Degree in IT-related, Management, Engineering, or Computer Science field
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