Incident Management

Description

Job Summary: Professional to implement, monitor, and optimize incident management processes, ensuring resolution and continuous improvement of IT services. Key Highlights: 1. Full IT incident management 2. Communication with users and stakeholders 3. Continuous service improvement Description: Education: Bachelor's degree completed in the following fields: Systems Analysis, Computer Science, Data Processing, Information Systems, Informatics, Computer Engineering, or other Information Technology-related disciplines. Certifications: ITIL® 4 Create, Deliver \& Support (CDS) Responsibilities: * Implement different processes and procedures for various incident categories, including major incidents, information or cybersecurity incidents, complex incidents, and low-impact incidents; * Establish incident response teams; monitor incident resolution activities; * Communicate with users, customers, and key stakeholders regarding progress toward service restoration; * Identify, record, and categorize incidents; * Gather information to enable incident resolution; * Ensure incidents are handled according to agreed-upon procedures; * Prioritize and diagnose incidents; * Investigate incident root causes and pursue resolution; * Escalate unresolved incidents; * Document and close resolved incidents; * Develop, maintain, and test incident management procedures; * Analyze incident root causes and inform service owners to minimize recurrence probability, contributing to service improvement; * Prepare reports based on incident management process performance metrics. 2510050202301559781