IT Incident Management Lead
Posted by Sheralynn Tjioe, Technology Recruitment at Kerry Consulting
Email: [email protected]
Client Overview:
Our client is a prominent and stable player in the financial sector.
Role Summary:
We are seeking an IT Incident Management Lead to join the IT Service Management (ITSM) team. This role is essential for ensuring that ITIL processes are effectively implemented and optimized, providing technology teams with a robust framework for delivering high-quality IT services.
The IT Incident Management Lead will focus on identifying, analyzing, and addressing the root causes of significant incidents and recurring IT issues, ensuring long-term stability in the IT environment while minimizing disruptions and enhancing system performance.
Key Responsibilities:
- Proactively identify potential problems through the analysis of incident trends and service data.
- Lead root cause analysis (RCA) efforts for major and recurring incidents to prevent future occurrences.
- Thoroughly document RCA outcomes, addressing all contributing factors and systemic issues.
- Clearly present root cause analyses, action plans, and resolutions to both technical and non-technical audiences.
- Communicate findings and updates effectively to enhance service reliability.
- Maintain and enhance the problem management process in alignment with ITIL best practices.
- Monitor and track known errors to ensure timely resolution, minimizing operational impact.
- Work collaboratively with incident and change management teams to update or retire known errors as fixes are implemented.
- Share known errors and workarounds to improve incident resolution efficiency.
- Identify risks that could lead to disruptions and proactively mitigate them through effective problem management.
- Track and report problem management-related key performance indicators (KPIs) in a timely manner.
Qualifications:
- At least 5 years of experience managing problem investigations in a complex technological environment that supports real-time transactions.
- ITIL v3/v4 Foundation Certification is required; advanced ITIL certifications are preferred.
- Relevant technology certifications (e.g., AWS, Azure, Cisco) are advantageous.
- Exceptional communication and writing skills, with the ability to clearly explain complex concepts.
- Strong understanding of IT infrastructure components (servers, databases, networking) and their interdependencies.
- Proven experience in conducting complex root cause analyses and resolving incidents in multi-vendor and multi-platform settings.
- Familiarity with monitoring and alerting tools (e.g., ELK, SolarWinds).
- Self-driven and capable of working independently.
- Strong problem-solving skills, with the ability to analyze intricate technical issues and perform effective root cause analysis.
How to Apply:
For a confidential discussion about your next technology opportunity, please submit your resume (in MS Word format) to Sheralynn Tjioe at [email protected], referencing the job title. Only shortlisted candidates will be contacted.
Registration No.: R1878306 License No.: 16S8060
