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4-5 سنوات
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1 وظيفة شاغرة
Incident Management Specialists are accountable for the restoration of services to a normal level of operation within agreed service level and operational level agreements by resolving or configuring normal operations considered an incident and/or
Key Roles and Responsibilities:
Receives, prioritizes, and resolves complex or escalated incidents and events related to applications, software, and
Keeps a log of incidents and examines and analyses received Implements structured process flows from reporting to resolving incidents and records known errors with resolution steps in the relevant knowledge
Models incidents based on their categories allowing easy
Resolves incidents within the specified service level agreements or operational level agreements to ensure
Assist with the documentation of troubleshooting steps and service restoration details Identify the resources and proficiency needed to resolve the incident and at times escalate to the major incident team to drive quick and effective
Works with colleagues to establish a framework for reference to be used when resolving incidents that reoccur and are of a similar
Assesses data gathered during the incident management process and provides guidance on the enhancement of quality of the service delivered and reduction of overall
Knowledge, Skills, and Attributes:
Good analytical and reasoning skills
Strong ability to interpret processes and policies
Strong ability to analyze and interpret data to inform continuous improvement initiatives
Ability to establish rapport and maintain effective working relationships with internal and external stakeholders
Proactive in approach and good attention to detail
Achievement driven and delivery focused while maintaining the required quality
Display client service orientation with good communication skills
Academic Qualifications and Certifications:
Degree in a Computer Science or Information Technology field, or some equivalent work experience
ITIL certification (expert level)
ITIL Expert
Lean Agile
Six Sigma
COBIT5
Kepner Tregoe
ISO20000
ISO15504
Required Experience:
Demonstrated experience working with internal and external stakeholders
Demonstrated experience analyzing processes and recommending improvements
Good experience in ITSM
Proven experience managing incidents of a complex nature
Experience with writing knowledge articles
Service desk experience
Experience working with data sets
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