Incident Management Specialist

Incident Management Specialist

We are seeking a proactive Major Incident Analyst to join our team. In this high-visibility role, you will manage the Incident Management process during Major Incidents, driving technical teams towards quick resolutions and ensuring effective communication throughout.

Key Responsibilities:

• Oversee the management of high and critical priority incidents across multiple platforms (Mainframe, Cloud, Network).
• Lead post-incident reviews, providing updates and identifying areas for improvement.
• Create Daily Performance Reports to support Metrics and Analytics.
• Participate in Root Cause Analysis and contribute to Problem Management efforts.
• Act as a subject matter expert in technical meetings.

Qualifications:

• Bachelor's degree in Business, Computer Science, or a related field (or equivalent experience).
• Minimum 3 years of IT experience, with 2 years in major incident coordination preferred.
• Strong knowledge of Cloud and IT Infrastructure, with familiarity in ITSM tools and reporting systems.
• Excellent communication and facilitation skills, with the ability to influence and build relationships.

Preferred Skills:

• ITIL Foundations Certification.
• Experience with AWS, ServiceNow, and APM tools like Dynatrace.