We are seeking an experienced professional for the Incident Management role at KVC Consultants Ltd. This position requires a strong understanding of IT Service Management principles, including ITIL. You will be responsible for responding to incidents, identifying their root causes, and ensuring swift restoration of IT services while adhering to client SLAs and contributing to continuous improvement.
Roles and Responsibilities:
- Respond promptly to reported incidents, accurately identify their root cause, and initiate the incident management process.
- Actively participate in root cause analysis meetings, gathering lessons learned and managing the implementation of continuous improvement processes to prevent recurrence.
- Ensure that Client SLAs (Service Level Agreements) / KPIs (Key Performance Indicators) and customer satisfaction expectations are consistently achieved.
- Restore failed IT Services as quickly as possible, minimizing disruption to operations.
- Communicate effectively with all stakeholders throughout the incident lifecycle, providing timely updates on status and resolution.
- Document all incident details, including symptoms, diagnosis, actions taken, and resolution, in the incident management system.
- Collaborate with various IT teams and departments to ensure seamless incident resolution and service restoration.
- Contribute to the ongoing development and improvement of incident management processes and procedures.
Skills Requirement:
- Strong knowledge of IT Service Management, including ITIL principles.
- Proven ability to identify the cause of incidents and effectively initiate the incident management process.
- Experience in participating in root cause analysis meetings and driving continuous improvement initiatives.
- Demonstrated capability to ensure the achievement of client SLAs / KPIs and high customer satisfaction.
- Strong problem-solving and analytical skills to diagnose and restore failed IT services quickly.
- Excellent communication skills, both verbal and written, for stakeholder interaction and documentation.
- Ability to work under pressure and manage multiple incidents concurrently.
QUALIFICATION:
- Bachelor's degree or equivalent practical experience in Information Technology or a related field.
