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Description

As an Incident Management Specialist, you will play a key role in ensuring the stability and efficiency of the IT infrastructure by handling critical incidents, analyzing trends, and driving continuous improvement in IT service management (ITSM). You will collaborate with technical teams to ensure rapid incident resolution and contribute to the optimization of IT processes.

Key Responsibilities

? Incident Management

• Monitor and manage critical incidents, ensuring resolution within agreed timelines.
• Coordinate technical teams for efficient incident resolution.
• Escalate issues to higher levels when necessary.

? Continuous Monitoring & Improvement

• Analyze incident trends to identify recurring issues.
• Propose preventive actions to minimize future incidents.
• Participate in post-mortem meetings and improve ITSM processes.

? Documentation & Reporting

• Maintain an up-to-date incident knowledge base.
• Produce regular reports on incident KPIs (resolution time, impact, root causes).
• Assist in developing IT governance dashboards.

? Collaboration & Communication

• Ensure clear communication with IT teams and impacted users.
• Educate teams on best practices in incident management.
• Work closely with the IT Process Leader to address underlying issues.

Profile

? Experience: 1 to 3 years in IT support, incident management, or ITSM.
? Technical Skills:

• Knowledge of ITIL principles (ITIL Foundation certification is a plus).
• Experience with ITSM tools (ServiceNow, BMC Remedy, Jira Service Management, etc.).
• Understanding of IT infrastructure (networks, servers, applications).
  ? Behavioral Skills:
• Strong analytical & problem-solving abilities.
• Excellent communication & priority management.
• Proactive, able to work under pressure in a dynamic environment.

? Join us to enhance IT resilience and drive continuous improvement in incident management!