Incident Management

Teamware Solutions is seeking a proficient Incident Management Specialist to join our IT Operations team. You'll be crucial in minimizing the impact of IT service disruptions, overseeing the entire incident lifecycle from detection and logging to diagnosis, resolution, and closure, ensuring rapid service restoration and continuous improvement.

Key Responsibilities

• Act as the primary point of contact for major incidents, driving their resolution from identification through to service restoration.
• Lead and coordinate technical teams (network, server, application, security) during incidents, ensuring clear communication and efficient problem-solving.
• Log, classify, prioritize, and assign incidents, adhering to established Service Level Agreements (SLAs).
• Facilitate incident bridge calls, providing timely updates to stakeholders, management, and affected users.
• Ensure comprehensive documentation of all incident details, actions taken, and resolutions for post-incident review and knowledge building.
• Conduct post-incident reviews (PIRs) or contribute to Problem Management processes to identify root causes and preventive measures.
• Develop and maintain incident management procedures, runbooks, and playbooks.
• Utilize IT Service Management (ITSM) tools (e.g., ServiceNow, Jira Service Management) effectively for incident tracking and reporting.

Qualifications

• Proven experience in an Incident Management role within an IT operations or service delivery environment.

Skills Required:

• Strong understanding and practical experience with ITIL framework concepts, particularly Incident Management processes.
• Experience in leading and coordinating technical teams during critical incidents.
• Proficiency with IT Service Management (ITSM) platforms (e.g., ServiceNow, Jira Service Management).
• Excellent communication skills, both written and verbal, for technical and non-technical audiences.
• Strong analytical and problem-solving abilities under pressure.
• Ability to prioritize tasks, manage multiple incidents simultaneously, and meet tight deadlines.
• Basic understanding of IT infrastructure components (networks, servers, applications, databases).

Preferred Skills:

• ITIL Foundation certification (v3 or v4).
• Experience with major incident management specific methodologies.
• Knowledge of other ITIL processes like Problem Management and Change Management.
• Familiarity with monitoring tools and alert management systems.