Requirements:
· Possess a degree in Computer Science/Information Technology or related fields.
· 3 to 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.
