Job Summary
A company is looking for a Manager, Incident.
Key Responsibilities
- Act as a single point of contact for major incidents and coordinate efforts to restore normal service operations
- Lead conference calls during major incidents and communicate progress to stakeholders
- Document post-incident reviews and manage the help centre website while maintaining the ITSM tool
Required Qualifications
- Experience in incident management, change management, and problem management
- Strong understanding of IT infrastructure, including servers, networks, and storage
- Proficiency in ITSM tool administration, preferably with Zendesk
- Ability to analyze failed changes and implement continuous service improvement
- Experience in reporting and creating dashboards
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