Incident Management ITIL

Introduction:

The Incident Management ITIL position is a crucial role within our IT Operations team. The individual in this role will be responsible for managing and resolving incidents to ensure the smooth operation of our IT services. They will work closely with various technical teams to identify root causes of issues and implement solutions to prevent future incidents.

Responsibilities:

• Manage and prioritize incidents according to established ITIL processes and procedures.
• Conduct thorough Root Cause Analysis to identify underlying issues and prevent recurrence.
• Collaborate with cross-functional teams to resolve complex technical problems.
• Create and maintain reports on incident trends, service reliability, and problem management metrics.
• Develop and implement strategies to improve incident response times and service quality.
• Provide training and guidance to technical teams on incident management best practices.
• Participate in regular problem review sessions to address recurring issues and drive long-term solutions.
• Communicate effectively with stakeholders at all levels to provide updates on incident status and resolution.

Requirements:

Required Skills:

• 5+ years of experience in IT Operations with at least 3 years focused on Problem Management, Service Reliability, or IT Service Management.
• ITIL Foundation certification required.
• Strong hands-on experience with ServiceNow Problem Management, Incident Management, and reporting modules.
• Proven experience conducting complex Root Cause Analysis and facilitating cross-functional problem review sessions.
• Strong understanding of enterprise IT infrastructure including Servers, Cloud, Network, End User Computing, and Applications.
• Experience developing metrics, dashboards, and executive reporting.
• Excellent facilitation, communication, and stakeholder management skills.
• Ability to influence technical teams and drive resolution of long-standing operational issues.

Preferred Skills:

• ITIL Managing Professional or Advanced certifications.