Incident Management Specialist

Position summary : The Incident Management Analyst is responsible for the overall coordination of the incident management process, in particular when there are major incidents. This role is also responsible for the coordination of the investigation onto root cause, identifying workarounds and following up for permanent resolution.Qualifications required :2+ Years experience designing and executing incident/problem management processes.2+ Years experience with an IT Service Management ticketing system.1+ Years Service Now Experience2+ Years of NOC ExperienceMust be process driven, detail oriented and organized in both thought and practiceExcellent verbal and written communication skillsExcellent active listening skillsStrong analytical and problem-solving skillsQualifications desired :Must have a professional demeanor and the ability to effectively work with internal and external customers, vendors and staffAbility to work under pressure and handle conflicting prioritiesExcellent time managements skillsExperience with TCH technologiesEvidence of strong documentation skillsProject management and MS Office experience a plusEssential functions and responsibilities :Contributes to planning and managing support for incident management tools and processesCoordinating interfaces between incident management and other service management processesIs the backup to the Incident manager for the managing of major incidentsParticipates in maintaining incident/problem management processes and proceduresReview incident data to analyze assigned problemsAnalyzes incident and problem tickets for correct prioritization and classificationInvestigates problems through to resolution or root causeCoordinates actions of other as necessary to assist with the analysis and resolution actions for problems and known errorsAssists the Incident manager with preparing reports and metrics pertaining to incident/problem management