Consultant - Incident Management

Job Description

• Overseeing the incident management process and team members involved in resolving the incident.
• Responding to a reported service incident, identifying the cause, and initiating the incident management process.
• Prioritizing incidents according to their urgency and influence on the business.
• Producing documents that outline incident protocols such as how to handle cybersecurity threats or how to correct server failures.
• Collaborating with the incident management team to ensure that all protocols are diligently followed.
• Logging all incidents and their resolution to see if there are recurring malfunctions.
• Adjusting the incident management process as required to ensure its effectiveness.
• Communicating with upper management if major issues are found in the IT system.
• Managing the incident team members by re-assigning workloads and re-scheduling non-urgent tasks.
• Should be able to communicate clearly with stakeholders and should be able to identify their requirements (related to incidents and process improvements) clearly to provide solid solutions.
• Ability to identify value added services depending on customer environment.
• Ability to audit customer Incident management process & suggest / implement process improvements & optimizations.
• Ability to conduct training sessions to other engineers & incident managers to up skill them & to refresh process awareness.
• Ability to learn and quickly adopting into new technologies.
• Collaborate with other engineers and get the required domain knowledge to support multiple systems with related to delivering incident management service to them.
• Mentoring junior team members and assisting them to groom up.

Person Specification

• Education Bachelor's Degree in Computing, IT or related field ITIL v3 or v4 certification.
• Excellent knowledge in IT service management.
• Ability to work under tight schedules.
• Excellent managerial skills and ability to collaborate with team members.
• Ability to analyze a high volume of technical data and work in a fast-paced environment.
• Strong problem solving, analytical, and time management skills.
• Effective communication skills.
• Experience At least three years experience working in IT service management, or a similar role.