- Possess a degree in Computer Science/Information Technology or related fields.
- More than 8 years of experience in IT service management, specializing in Incident Management.
- Hands-on experience with knowledge in ITSM tools and platforms; e.g. BMC Remedy, MyIT, SmartIT etc.
- Extensive knowledge and experience in IT Service Management framework, development of Incident Management reports and processes.
- Experience in managing, monitoring and improving Incident Management processes.
- Develop Incident Management plan, perform incident impacts assessment and identify key stakeholders.
- Provide technical direction and coordination to the resolver teams involved during incidents and disaster recovery.
- Provide inputs to the problem management process and Root Cause Analysis (RCA) preparation.
- Extensive experience in managing conflict situations, decision making and escalation of major incidents/disaster.
- Manage Escalation Matrix which include technical teams and management levels for incidents/disaster escalation reference.
- Prepare and deliver regular reports; e.g. SLA measurement and performance, incidents trend analysis etc.
- Experience in system development, infrastructure or other IT related areas.
- Ensure compliance with IT security standards, policies and procedures.
- Deep understanding of ITIL processes, with experience in an ITIL based environment.
- Excellent written and communication skills.
- Preferably with ITIL certifications.
Incident Management Specialist (Senior)
