Requirements:
· 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.
