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Incident Management Specialist
2 months ago
We are seeking an experienced Incident Management Specialist to join our team at i3 Resourcing. As an Incident Management Specialist, you will play a critical role in coordinating and managing the response to incidents within our organization.
This is a hybrid role that requires knowledge of change and problem management, as well as the ability to execute service-owned processes. You will work closely with our Service Operations team to ensure that incidents are managed efficiently and effectively.
Main Responsibilities- Develop and maintain the Technology Incident Management Process
- Act as the first point of contact for incidents and manage end-to-end incident resolution
- Coordinate and manage the incident response team
- Work closely with the Operations Manager in the event of a major incident
- Execute accurate and clear Major Incident notifications
- Ensure that IT Service Management software tools are fit for purpose and subject to ongoing refinement and improvement
- Maintain awareness of current threats and vulnerabilities
- Facilitate incident debriefs, PIRs, and root cause analysis
- Contribute to Global Service desk strategy and implementation
- Drive reduction in downtime and service issues
- Explore opportunities to provide continual service improvement
- Support the Problem and Incident manager with all areas of responsibility
- Experience in incident management or similar service-focused roles
- Excellent communication skills, both verbal and written
- Prior experience with multi-region/multi-time zone organizations
- Matrix management of multiple in-house and supplier teams relating to Incidents, Problems, and Changes
- A continual improvement mindset and high levels of customer focus
- Experience of working with internal and external partners to drive service excellence
- Ability to work in a maturing team environment
- Able to identify risks and challenges and to mitigate appropriately
- Stakeholder management and business engagement
- Adaptable to change in an evolving environment
- ITIL qualified
- Technology background supporting enterprise-level business an advantage
