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IT Service Management Specialist

1 week ago


Abu Dhabi, Abu Dhabi, United Arab Emirates Dicetek LLC Full time

At Dicetek LLC, we are seeking an IT Service Management Specialist to join our team. In this role, you will be responsible for managing the incident lifecycle to ensure that IT services are restored as quickly as possible after an interruption.

The ideal candidate will have strong expertise in incident management processes, coordination, and communication with various stakeholders to minimize business impact.

Key Responsibilities:
  • Detection and Logging: Ensure that incidents are identified and logged as quickly as possible through monitoring systems, help desk reports, or automated alerts.
  • Categorization and Prioritization: Categorize incidents based on their impact and urgency, and assign appropriate priorities to ensure the most critical issues are addressed first.
  • Triage: Conduct initial assessments of incidents to understand their scope and potential business impact.

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.