About the job
This job is about enhancing the end-to-end incident management process across a multi-supplier ecosystem. It plays a critical role in ensuring service stability and delivering high-quality service outcomes aligned with ITIL best practices. The team values collaboration, continuous improvement, and a proactive approach to incident management.
You'll be responsible for
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Governance of incident management process
Overseeing the integrated incident management process across multiple vendors and internal teams, ensuring alignment with ITIL frameworks and organizational policies.📈
Monitoring incident trends
Tracking incident escalations and resolution timelines, ensuring timely closures and analyzing incident data for systemic issues.🚨
Facilitating major incident response
Coordinating and facilitating Major Incident response and resolution activities, ensuring all stakeholders are aligned and root cause analysis is conducted.Key criteria
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10+ years in IT Service Management
Proven experience in ITSM, enhancing service delivery and governance.View
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Hands-on ITSM tool expertise
Experience with ServiceNow or Jira Service Desk for incident management.View
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Deep ITIL knowledge
Strong understanding of ITIL frameworks, especially Incident Management.View
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