We are looking for Incident coordinator to be included in our ITMS Incident Management Team
Seniority:
Senior
Required Skills:
- ITIL
- Experience in Service Desk, Problem Management, or Incident Management in an ITIL and in ITSM environment
- Problem solving and teamwork skills
Task and Activities :
- Acting as a point of escalation for incident and escalating the Incident owner Team and Service Manager to bring the resolution of the incidents back on schedule (including organising war rooms)
- Support the Incident Manager executing on Framework and Processes ensuring proper and timely communications, escalations, investigation, diagnosis, resolution, recovery for incidents
- Ensuring quicky communications and escalations for high priority incidents or Major incidents across the organization
- Conducts Incident SLA Health Check to ensure SLA adherence
- Continuous improvement of the Incident Management process and Identifying areas for improvement using KPI
Nice To Have :
- IT Standards and Methodologies
- High school diploma in in technical or computer disciplines
- Knowledgeable/experienced of ITSM Tools
- A good knowledge of spoken and written English
Workplace:
- Hybrid position: it is required to work at least 2 o3 days a monthsfrom our seat in Grassobbio Bergamo.