IT Incident Management Specialist

About the role

The IT Incident Management Specialist coordinates and resolves IT incidents to reduce service disruption and bring normal operations back within agreed timeframes. This role acts as a central contact point for incident triage, escalation, and communication with both technical and business stakeholders.

Requirements

• Demonstrated background in an IT service desk, technical support, or incident management position

• Solid grasp of ITIL incident management practices and procedures

• Skill in triaging and diagnosing a broad range of technical problems across systems and applications

• Outstanding communication and stakeholder management abilities in a fast-paced setting

• Solid organizational skills with the capacity to rank and handle several incidents at once

• Sound analytical and problem-solving abilities with a careful eye for detail

Responsibilities

1. 1

   Capture, record, classify, rank, and route IT incidents as part of the incident management workflow

2. 2

   Drive incident resolution by bringing in the right technical teams and pushing incidents through to completion

3. 3

   Keep watch on open incidents, follow SLAs, and raise issues that may threaten response or resolution targets

4. 4

   Share incident status, progress updates, and root cause summaries with stakeholders and impacted users

5. 5

   Keep incident records up to date and help build the incident knowledge base and known error database

6. 6

   Join post-incident reviews and help advance incident management processes through ongoing improvement