Manager, IT Service Management

Overview:

As the Incident Management analyst, you will be a responsible for proactively minimizing the impact of IT incidents by identifying and resolving their underlying causes. You will be involved in analysts, driving the incident Management process with the support teams and stakeholders. This role involves in-depth technical investigation, strategic problem-solving, and the identification of opportunities to leverage automation and AI-driven solutions to enhance the efficiency and effectiveness of the Incident Management function. You will also be responsible for leading and mentoring the team.

Responsibilities:

• Incident Management: Own the entire incident lifecycle, ensuring incidents are logged, prioritized, assigned, diagnosed, escalated, and resolved efficiently according to defined processes and SLAs.
• Incident Coordination & Communication: Be the main point of contact for major incidents, ensuring clear and timely communication to all stakeholders, from technical teams to senior management.
• Technical Guidance: Provide technical support and guidance to your team for complex incident diagnosis and resolution.
• SLA Management: Monitor and ensure adherence to Incident Management SLAs, addressing any potential breaches.
• Reporting & Analysis: Create regular incident reports and analyze trends to identify recurring issues and areas for proactive improvement.
• Knowledge Management: Oversee the creation and maintenance of the incident knowledge base to empower both your team and end-users.
• Process Improvement: Continuously evaluate and enhance Incident Management processes and tools for better efficiency and user satisfaction.
• Stakeholder Management: Build strong relationships with other IT teams and business units to ensure smooth incident resolution.
• Escalation Management: Manage the escalation process for incidents requiring higher-level attention.
• Regulatory Compliance: Understand and ensure all incident management activities comply with relevant regulatory requirements (e.g. BNMT RMIT) and internal policies, including timely reporting.

Skills and Experience We Are Looking For:

• ITIL Expertise: Strong understanding and practical application of ITIL frameworks, specifically Incident Management and service management
• Technical Aptitude: Good grasp of IT infrastructure, applications, and services.
• Troubleshooting Skills: Demonstrated ability to troubleshoot and resolve technical issues, or to guide a team through the process.
• Excellent Communication: Strong written, verbal, and interpersonal communication skills, particularly for stakeholder management.
• Problem-Solving: Strong analytical, problem-solving, and decision-making abilities.
• ITSM Tools: Experience with IT Service Management (ITSM) tools.
• Reporting Skills: Proficient in creating reports and presentations using PowerPoint and Excel for management.
• Pressure Management: Ability to work effectively under pressure and manage multiple priorities.
• Education: Diploma or Degree in Information Technology, plus relevant certifications.

• Knowledge in Networking, applications, DBs, Unix and Wintel.
• Certified in ITIL, Kepner-Tregoe, other technical relevant