Major Incident Handling:
- Facilitate the end-to-end major incident response process, ensuring quick resolution and communication across stakeholders.
- Act as a point of contact for all assigned major incidents, driving resolution and accountability.
- Ensure adherence to agreed service level agreements (SLAs) and escalation procedures.
Incident Coordination and Communication:
- Facilitate incident response calls with technical teams and stakeholders.
- Provide timely and clear communication to leadership, customers, and affected business units.
- Issue post-incident reports and service updates to relevant parties.
Root Cause Analysis & Problem Management:
- Collaborate with Problem Management to conduct root cause analysis (RCA) after major incidents.
- Recommend and track corrective actions to prevent recurrence of similar issues.
Stakeholder Management:
- Build strong relationships with key business and IT stakeholders to ensure alignment on major incident response plans.
- Respond promptly to all requests from management for information and complete all assigned projects in a timely, accurate manner.
- Drive consistency in ITSM process execution across multiple actors.
Continuous Improvement:
- Drive process improvements and lessons learned from incidents to enhance incident response effectiveness.
- Contribute to the refinement of ITIL 4-aligned processes, including incident, problem, and change management.
Monitoring & Reporting:
- Maintain accurate documentation of major incidents, including timeline, actions taken, and final resolutions.
Remote Support & Troubleshooting
- Provide remote technical support for desktops, laptops, printers, and peripherals.
- Troubleshoot and resolve network connectivity issues (Wi-Fi, VPN, LAN/WAN, DNS, DHCP).
- Support users with remote access tools (VPN clients, RDP, Citrix, etc.).
- Diagnose and escalate complex infrastructure issues to higher-level teams as needed.
- Maintain accurate logs and updates in the IT service management (ITSM) system.
Required:
- Basic knowledge of ITIL 4 practices, specifically incident, problem, knowledge and change management.
- Familiarity with IT service management (ITSM) tools such as ServiceNow, BMC Remedy, Jira Service Management, etc.
- Understanding of IT infrastructure components (networks, servers, applications, cloud environments).
- Prefer hands-on experience in end-user support, Windows PC troubleshooting, and understanding issues involving multiple infrastructure components.
- Ability to interpret monitoring and alerting data to support troubleshooting efforts.
- Excellent verbal and written communication and interpersonal skills to engage technical and non-technical stakeholders.
- Ability to interface with all levels of people – customers, support personnel, management – effectively and efficiently.
- Strong meeting facilitation skills
- Strong problem-solving and analytical abilities under high-pressure situations.
- Leadership skills to guide diverse technical teams toward resolution.
- Conflict resolution and negotiation skills to manage competing priorities.
- Ability to remain calm and composed in crisis situations.
