Proven experience in incident management within an IT service management framework Familiarity with incident management tools and systems e g ServiceNow Jira etc Strong understanding of ITIL Information Technology Infrastructure Library principles especially in the context of Incident Management

Lead and coordinate the response to IT incidents ensuring that the appropriate resources are engaged to resolve issues promptly Implement incident resolution procedures to restore services within agreed upon service level agreements SLAs

Establish and maintain a classification system for incidents based on impact and urgency Prioritize incidents according to their business impact and criticality

Communicate incident status updates and resolutions to relevant stakeholders including end users management and support teams Act as the primary point of contact for incident related communications Implement escalation procedures to ensure that incidents are appropriately escalated based on severity and SLA breaches Collaborate with support teams and management to expedite incident resolution

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Incident Management Professional