Incident Coordinator

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:

  • Initially remotely then depending from pandemic evolution