Incident Management Specialist

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 con guring normal operations considered an incident and/or

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 processows 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 speci ed service level agreements or operational level agreements to

Assist with the documentation of troubleshooting steps and service restoration details Identify theresources and pro ciency 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 thatreoccur and are of a similar

Assesses data gathered during the incident management process and provides guidance on theenhancement of quality of the service delivered and reduction of overall

Requirements

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

Degree in a Computer Science or Information Technology eld, or some equivalent work experience

ITIL certi cation (expert level)

ITIL Expert

Lean Agile

Six Sigma

COBIT5

Kepner Tregoe

ISO20000

ISO15504

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 externalstakeholders

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