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Position Overview: We are seeking a skilled and experienced IT Service Management (ITSM) Specialist with a strong focus on Incident Management and a background in audit processes. The ideal candidate will possess a deep understanding of ITIL principles, extensive experience in managing and resolving incidents efficiently, and a proven track record of implementing and improving incident management processes. Additionally, expertise in audit procedures and compliance standards is essential to ensure adherence to regulatory requirements and best practices.
Key Responsibilities:
Incident Management:
- Lead the Incident Management process, including identification, prioritization, investigation, resolution, and closure of incidents to minimize business impact.
- Provide expert guidance and support to resolve complex and critical incidents promptly, ensuring minimal disruption to services.
- Analyze incident trends and patterns to identify underlying issues and implement preventive measures.
Process Improvement:
- Continuously evaluate and give recommendations to enhance the Incident Management process to streamline workflows, increase efficiency, and improve service quality.
- Collaborate with cross-functional teams to identify opportunities for automation and optimization within the incident resolution process.
Audit and Compliance:
- Develop and maintain audit frameworks and procedures to ensure compliance with internal policies, industry regulations, and standards (e.g., ITIL, ISO 20000, GDPR, etc.).
- Conduct regular audits of incident management activities, documentation, and controls to assess adherence to established protocols and identify areas for improvement.
- Work closely with internal audit teams and external auditors to facilitate audits, address findings, and implement corrective actions as necessary.
Documentation and Reporting:
- Maintain accurate records of all incidents, including detailed documentation of actions taken, resolutions achieved, and lessons learned.
- Generate comprehensive incident reports and metrics to track performance, identify trends, and communicate insights to stakeholders and management.
Training and Knowledge Sharing:
- Provide training and guidance to IT staff and stakeholders on incident management best practices, procedures, and tools.
- Foster a culture of knowledge sharing and collaboration to empower teams to effectively manage and respond to incidents.
Qualifications and Skills:
- Bachelor's degree in Computer Science, Information Technology, or related field.
- ITIL certification (ITIL v3/v4 Expert preferred) and relevant certifications in incident management and auditing (e.g., CISSP, CISA, CRISC) are highly desirable.
- Extensive experience (5+ years) in IT Service Management, with a focus on Incident Management within a complex IT environment.
- Proven experience in developing, implementing, and improving incident management processes and procedures.
- Strong analytical and problem-solving skills, with the ability to diagnose and resolve complex technical issues under pressure.
- In-depth knowledge of audit methodologies, compliance standards, and regulatory requirements relevant to IT operations.
- Excellent communication skills with the ability to interact effectively with stakeholders at all levels of the organization.
- Proficiency in ITSM tools (e.g., ServiceNow, BMC Remedy) and incident management platforms.
