Description

You will manage high-priority incidents and oversee the technical triage process to restore service functionality.

Responsibilities

• Lead technical triage calls for high-priority incidents, coordinating distributed teams and managing stakeholder communication to drive resolution.
• Own the incident management process, including documentation, strategic planning, and the development of process improvement plans.
• Support system SMEs by providing technical leadership and ensuring structured, thorough troubleshooting efforts.
• Analyze resolved issues and document findings to provide detailed technical reports for leadership.
• Enforce compliance with ITIL best practices, incident response policies, and crisis management procedures.

Required Skills

• 2 years of experience in incident management or technical triage roles.
• Deep understanding of ITSM frameworks.
• Proficiency in ITIL best practices for Service Management and Incident Response.
• Experience leading distributed technical teams through complex issue resolution.
• Ability to manage technical escalations and stakeholder engagement.
• Strong technical writing skills for executive reporting and post-incident analysis.
• Proven ability to facilitate technical discussions and de-escalate conflicts between teams during outages.

Key Skills

Education

Not specified