Incident Management Specialist

Key Responsibilities:

• Monitor IT systems and applications to detect incidents and service interruptions.


• Triage and classify incoming incident reports according to severity and impact.


• Coordinate incident response, ensuring that relevant support teams are engaged.


• Perform initial troubleshooting steps to assist in rapid resolution.


• Escalate incidents as necessary and ensure timely communication to stakeholders.


• Track incident progress, document findings and actions in the incident management system.


• Conduct root cause analysis and contribute to post-incident review meetings.


• Create and maintain incident-related documentation, runbooks, and knowledge base articles.


• Ensure compliance with organizational policies, security, and privacy standards during incident management.


• Identify opportunities for continuous improvement in incident management processes.

Required Qualifications:

• Bachelor s degree in Computer Science, Information Technology, or related field, or relevant work experience.


• Experience with IT Service Management tools (e.g., ServiceNow, Remedy, Jira).


• Understanding of incident management frameworks (e.g., ITIL).


• Strong analytical and problem-solving skills.


• Excellent written and verbal communication skills.


• Ability to work effectively in high-pressure or time-sensitive situations.


• Attention to detail and commitment to process compliance.

Preferred Qualifications:

• ITIL Foundation certification.


• Experience working in enterprise environments.


• Knowledge of network, server, and application troubleshooting.

Career Level - IC1

Key Responsibilities:

• Monitor IT systems and applications to detect incidents and service interruptions.


• Triage and classify incoming incident reports according to severity and impact.


• Coordinate incident response, ensuring that relevant support teams are engaged.


• Perform initial troubleshooting steps to assist in rapid resolution.


• Escalate incidents as necessary and ensure timely communication to stakeholders.


• Track incident progress, document findings and actions in the incident management system.


• Conduct root cause analysis and contribute to post-incident review meetings.


• Create and maintain incident-related documentation, runbooks, and knowledge base articles.


• Ensure compliance with organizational policies, security, and privacy standards during incident management.


• Identify opportunities for continuous improvement in incident management processes.

Required Qualifications:

• Bachelor s degree in Computer Science, Information Technology, or related field, or relevant work experience.


• Experience with IT Service Management tools (e.g., ServiceNow, Remedy, Jira).


• Understanding of incident management frameworks (e.g., ITIL).


• Strong analytical and problem-solving skills.


• Excellent written and verbal communication skills.


• Ability to work effectively in high-pressure or time-sensitive situations.


• Attention to detail and commitment to process compliance.

Preferred Qualifications:

• ITIL Foundation certification.


• Experience working in enterprise environments.


• Knowledge of network, server, and application troubleshooting.