Senior Incident Resolution Specialist
3 weeks ago
Achieve Service Excellence with DGH Recruitment Limited
As a seasoned Senior Incident Resolution Specialist, you will be responsible for overseeing and managing Incident and Problem Management processes. Key responsibilities include:
- Managing Major Incidents within shift and OOH rotation
- Overseeing and driving Incident Management activities, including the resolution of Major Incidents
- Working to improve the reliability of IT Services and the end-to-end Customer Service through Experience Level Management
- Driving both reactive and proactive Problem Management activities, including data analysis
Requirements
- Producing statistics and reports through PowerBI, ServiceNow, and MS Products
- Experience of managing major and complex system failures and issues
- Strong leadership skills with the ability to motivate and manage technical teams during high-pressure situations
- Deep knowledge of service management processes, particularly Incident, Problem, and Change Management
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