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Incident Management Specialist
2 weeks ago
The Carter Murray team is seeking a skilled Incident Manager to join our dynamic organization.
About the Role:
We are looking for a seasoned professional with extensive experience in IT service management, specifically in incident management. The ideal candidate will have a proven track record of efficiently managing the incident lifecycle, from detection to closure, and ensuring minimal downtime.
Main Responsibilities:
- Manage the incident lifecycle, including detection, logging, classification, prioritization, investigation, resolution, and closure of incidents.
- Coordinate with IT teams and service desks to ensure timely resolution of incidents and minimize downtime.
- Escalate incidents as necessary according to established escalation processes.
- Communicate incident status, impact, and resolution progress to stakeholders, including users and management.
- Conduct post-incident reviews to identify root causes and ensure continuous improvement in incident management processes.
- Maintain and update incident management process documentation and ensure compliance with ITIL or other relevant frameworks.
- Develop and deliver training on incident management processes and tools to IT staff.
- Collaborate with Problem and Change Managers to ensure seamless coordination between incident, problem, and change management processes.
Requirements:
- Bachelor's degree in Information Technology, Computer Science, or a related field.
- 5+ years of experience in IT service management, with a focus on incident management.
- Relevant certifications such as ITIL Foundation, ISO/IEC 20000, or similar.
- Strong understanding of ITIL incident management processes and best practices.
- Experience with ITSM tools such as ServiceNow, BMC Remedy, or similar.
