IT Service Management Incident Manager

Syffer is an all-inclusive consulting company focused on talent tech and innovation. We exist to elevate companies and humans all around the world making change from the inside to the outside.

We believe that technology human kindness positively impacts every community around the world. Our approach is simple we see a world without borders and believe in equal opportunities. We are guided by our core principles of spreading positivity good energy and promote equality and care for others.

Our hiring process is unique! People are selected by their value education talent and personality. We dont present ethnicity religion national origin age gender sexual orientation or identity.

Its time to burst the bubble and we will do it together!

What Youll do:

-Manage the end-to-end lifecycle of incidents and major incidents ensuring timely resolution in line with agreed service levels.

-Lead and facilitate war rooms engaging cross-functional technical teams and ensuring clear effective communication with both technical and business stakeholders.

-Monitor and manage SLAs KPIs and operational metrics tracking incidents through to successful closure.

-Perform ongoing incident analysis to identify trends recurring issues and opportunities for service improvement.

-Collaborate closely with other ITIL practices including Problem Management Change Management Release Management Event Management and Service Desk teams.

-Coordinate a small operational team setting priorities and ensuring effective response in high-pressure environments.

-Contribute to the continuous improvement of processes procedures communication frameworks reporting and escalation mechanisms.

Who You Are:

-Senior Consultant with proven experience in Incident Management and Major Incident Management.

-Strong knowledge of ITIL and IT Service Management (ITSM) best practices.

-Experienced in coordinating critical incidents managing priorities and engaging multidisciplinary technical teams.

-Strong analytical skills with the ability to identify patterns trends and recurring incident causes.

-Experienced in managing SLAs KPIs and operational reporting.

-Demonstrated leadership and team coordination skills in fast-paced and demanding environments.

-Excellent communication and stakeholder management skills with the ability to interact effectively with both technical and business audiences.

-Proactive service-oriented and committed to continuous improvement and operational excellence.

What youll get:

- Wage according to candidates professional experience;

- Remote Work whenever possible;

- Delivery of work equipment adjusted to the performance of functions;

- Benefits plan;

- And others.

Work together with expert teams on projects of large magnitude and intensity long term together with our clients all leaders in their industries.

Are you ready to step into a diverse and inclusive world with us

Together we will promote uniquess!