Description

You will manage the full lifecycle of IT incidents, coordinate service restoration, and ensure SLA adherence. You will monitor infrastructure and lead communication bridges during crisis events.

Responsibilities

• Monitor infrastructure, bandwidth, and website uptime to respond to alerts according to established protocols.
• Lead IT incident restoration and manage communication bridges to provide updates during crisis events.
• Analyze incident data to identify trends and recommend actionable service improvements.
• Review scheduled changes for compliance and coordinate problem resolution processes.
• Oversee follow-up actions to improve processes, training, and technology.

Required Skills

• 5+ years of experience in IT Service Management, specifically Incident, Change, and Problem Management.
• Proficiency with ITIL, COBIT, or PRINCE frameworks.
• Strong English communication skills, both written and verbal.
• Ability to work rotational shifts, including night shifts.
• Analytical and methodical approach to evaluating processes and technology.
• Experience producing detailed performance reports and analysis for leadership.
• Any Graduate degree.

Preferred Skills

• Familiarity with ServiceNow, MS Tools, Grafana, and Jira.

Key Skills

Education

Any Graduate