Incident Management

Incident Management

Roles and Responsibilities:

• Respond promptly to reported incidents, accurately identify their root cause, and initiate the incident management process.
• Actively participate in

  root cause analysis meetings

  , gathering lessons learned and managing the implementation of continuous improvement processes to prevent recurrence.
• Ensure that Client

  SLAs (Service Level Agreements) / KPIs (Key Performance Indicators)

  and customer satisfaction expectations are consistently achieved.
• Restore failed IT Services as quickly as possible, minimizing disruption to operations.
• Communicate effectively with all stakeholders throughout the incident lifecycle, providing timely updates on status and resolution.
• Document all incident details, including symptoms, diagnosis, actions taken, and resolution, in the incident management system.
• Collaborate with various IT teams and departments to ensure seamless incident resolution and service restoration.
• Contribute to the ongoing development and improvement of incident management processes and procedures.

Skills Requirement:

• Strong knowledge of

  IT Service Management

  , including

  ITIL principles

  .
• Proven ability to identify the cause of incidents and effectively initiate the incident management process.
• Experience in participating in

  root cause analysis meetings

  and driving continuous improvement initiatives.
• Demonstrated capability to ensure the achievement of client

  SLAs / KPIs

  and high customer satisfaction.
• Strong problem-solving and analytical skills to diagnose and restore failed IT services quickly.
• Excellent communication skills, both verbal and written, for stakeholder interaction and documentation.
• Ability to work under pressure and manage multiple incidents concurrently.

QUALIFICATION:

• Bachelor's degree or equivalent practical experience in Information Technology or a related field.