Description
Key Responsibilities
Incident Management (Primary Focus)
- Participate in major incident response as part of an on-call rotation, ensuring timely coordination and clear communication with stakeholders.
- Assist in prioritizing and escalating incidents based on severity and business impact.
- Facilitate troubleshooting and resolution efforts during assigned incidents.
- Maintain accurate incident records in ITSM tools (e.g., Jira Service Management) and support compliance with SLAs.
- Share updates through established communication channels (Statuspage, Teams, etc.).
- Participate in Post-Incident Reviews (PIR), helping document root cause analysis and identify improvement actions.
Continuous Service Improvement
- Work with ITSM leadership and peers to identify process gaps and propose enhancements for incident handling.
- Support initiatives that improve efficiency and consistency across ITIL practices, including Change, Problem, and Service Level Management.
Problem Management (Backup Role)
- Assist Problem Managers with root cause analysis and long-term remediation planning when needed.
- Ensure linkage between incidents and problems for accurate trend analysis and reporting.
Required Skills & Qualifications
- Strong knowledge of ITIL v4 practices, especially Incident and Problem Management.
- Experience in incident coordination within enterprise environments.
- Excellent communication and stakeholder management skills under pressure.
- Familiarity with ITSM tools (e.g., Jira Service Management, Opsgenie) and monitoring platforms.
- Ability to work effectively in a team and contribute to resolution efforts in high-stakes scenarios.
Preferred Qualifications
- ITIL Foundation or higher certification.
- Experience with automation and reporting in ITSM platforms.
- Exposure to cloud environments and modern DevOps practices.
Performance Metrics
- Contribution to timely incident resolution and SLA adherence.
- Quality and clarity of communication during incidents.
- Participation in CSI initiatives and reduction of recurring incidents.
Other Details
This role is primarily weekday-focused; however, occasional weekend incidents or participation in an on-call rotation may be required. These situations are infrequent and supported by established escalation processes and team collaboration.
