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Incident Management Specialist
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Incident Management Specialist

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1 Vacancy
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Jobs by Experience

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4-5 years

Job Location

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Cape Town - South Africa

Monthly Salary

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Not Disclosed

drjobs

Salary Not Disclosed

Vacancy

1 Vacancy

Job Description

Req ID : 1938001

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




Requirements

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















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

Employment Type

Full Time

About Company

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