ITIL Incident Management Associate Service Lead

Job Description

Incident Manager - Own and coordinate the end-to-end incident management process to restore business services as quickly as possible, minimize business impact, and ensure effective communication and escalation during critical incidents

Experience

1. 5+ years in IT Operations, Service Management, Production Support, or Application Support.
2. 2+ years managing Major/Critical Incidents in complex enterprise environments.
3. Experience with tools such as ServiceNow, Jira, Confluence, Monitoring Platforms (Centreon, Dynatrace, etc.) preferred
4. Experience coordinating cross-functional teams across infrastructure, applications, security, and business stakeholders.

Technical Skills

1. Incident Management
2. Major Incident Handling
3. Problem Management
4. Change Management
5. SLA & KPI Management
6. Monitoring and Alerting Platforms
7. IT Service Management (ITSM)
8. Disaster Recovery & Business Continuity awareness

Soft Skills

1. Strong leadership during crisis situations
2. Excellent verbal and written communication
3. Stakeholder management
4. Decision-making under pressure
5. Conflict resolution
6. Facilitation of technical and business discussions
7. Strong organizational and coordination skills

Total Experience Expected: 06-08 years

Qualifications

1. Bachelor's degree in Information Technology, Computer Science, Engineering
2. ITIL Foundation certification (mandatory/preferred).
3. ITIL Incident Management, Problem Management, or Service Operations certifications are advantageous.

Additional Information

At our organization, we are committed to fighting against all forms of discrimination. We foster a work environment that is inclusive and respectful of all differences.

All of our positions are open to people with disabilities.