Consultant - Incident Management

MillenniumIT ESP
8 days ago
0 Applied
Expires on: Mar 20 2024

Ref.No 00004947


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.

IT service management
Industry Sector