Key Responsibilities:
- Monitor IT systems and applications to detect incidents and service interruptions.
- Triage and classify incoming incident reports according to severity and impact.
- Coordinate incident response, ensuring that relevant support teams are engaged.
- Perform initial troubleshooting steps to assist in rapid resolution.
- Escalate incidents as necessary and ensure timely communication to stakeholders.
- Track incident progress, document findings and actions in the incident management system.
- Conduct root cause analysis and contribute to post-incident review meetings.
- Create and maintain incident-related documentation, runbooks, and knowledge base articles.
- Ensure compliance with organizational policies, security, and privacy standards during incident management.
- Identify opportunities for continuous improvement in incident management processes.
Required Qualifications:
- Bachelor's degree in Computer Science, Information Technology, or related field, or relevant work experience.
- Experience with IT Service Management tools (e.g., ServiceNow, Remedy, Jira).
- Understanding of incident management frameworks (e.g., ITIL).
- Strong analytical and problem-solving skills.
- Excellent written and verbal communication skills.
- Ability to work effectively in high-pressure or time-sensitive situations.
- Attention to detail and commitment to process compliance.
Preferred Qualifications:
- ITIL Foundation certification.
- Experience working in enterprise environments.
- Knowledge of network, server, and application troubleshooting.
Key Responsibilities:
- Monitor IT systems and applications to detect incidents and service interruptions.
- Triage and classify incoming incident reports according to severity and impact.
- Coordinate incident response, ensuring that relevant support teams are engaged.
- Perform initial troubleshooting steps to assist in rapid resolution.
- Escalate incidents as necessary and ensure timely communication to stakeholders.
- Track incident progress, document findings and actions in the incident management system.
- Conduct root cause analysis and contribute to post-incident review meetings.
- Create and maintain incident-related documentation, runbooks, and knowledge base articles.
- Ensure compliance with organizational policies, security, and privacy standards during incident management.
- Identify opportunities for continuous improvement in incident management processes.
Required Qualifications:
- Bachelor's degree in Computer Science, Information Technology, or related field, or relevant work experience.
- Experience with IT Service Management tools (e.g., ServiceNow, Remedy, Jira).
- Understanding of incident management frameworks (e.g., ITIL).
- Strong analytical and problem-solving skills.
- Excellent written and verbal communication skills.
- Ability to work effectively in high-pressure or time-sensitive situations.
- Attention to detail and commitment to process compliance.
Preferred Qualifications:
- ITIL Foundation certification.
- Experience working in enterprise environments.
- Knowledge of network, server, and application troubleshooting.
Career Level - IC1
