Incident Management Specialist
Lead and coordinate resolution of major IT incidents to minimize downtime Act as the primary point of contact during high-severity incidents Ensure adherence to ITIL-based incident management processes and SLAs Communicate timely updates to stakeholders and executive leadership Facilitate post-incident reviews and document root cause analysis Collaborate with Problem Management and Change Management teams to prevent recurrence Prepare detailed incident reports and performance metrics for IT leadership Bachelor's degree in computer science, Information Technology, or related field 3+ years of proven experience in IT Service Management or similar role Strong knowledge of ITIL framework and incident management best practices Ability to work under pressure and manage multiple priorities in a fast-paced IT environment Experience with ITSM tools such as ServiceNow or BMC Remedy Analytical thinking and problem-solving Familiarity with cloud platforms, virtualization, and modern infrastructure technologies
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Incident Management Specialist
Lead and coordinate resolution of major IT incidents to minimize downtime Act as the primary point of contact during high-severity incidents Ensure adherence to ITIL-based incident management processes and SLAs Communicate timely updates to stakeholders and executive leadership Facilitate post-incident reviews and document root cause analysis Collaborate with Problem Management and Change Management teams to prevent recurrence Prepare detailed incident reports and performance metrics for IT leadership Bachelor's degree in computer science, Information Technology, or related field 3+ years of proven experience in IT Service Management or similar role Strong knowledge of ITIL framework and incident management best practices Ability to work under pressure and manage multiple priorities in a fast-paced IT environment Experience with ITSM tools such as ServiceNow or BMC Remedy Analytical thinking and problem-solving Familiarity with cloud platforms, virtualization, and modern infrastructure technologies