Incident Manager

Job Qualification:

●      Bachelor’s Degree in an IT-related, Management, Engineering or Computer Science field

●      At least 3 years of experience in Incident Management, Problem and Change Management and IT Operations

●      Strong verbal and written communication skills, with the ability to translate technical information to business terminology and experienced with Client, Vendor and stakeholder interaction

●      A solid understanding of the ITIL Incident & Change Management process

●      Experience and knowledge of change management principles, methodologies and tools

●      Willingness to render rotating shifts and should have no preference to schedule

●      Possesses strong attention to detail, leadership, problem solving and analytical skills

●      High level understanding of multiple IT Platforms and Infrastructure, and has good technical management, technical understanding, analyzing information, informing others, problem solving, coordination, strategic planning and quality management

●      Responds adequately to inquiries and complaints

●      Managed multiple high priority initiatives in a fast paced, highly technical environment

●      Experienced with any ticketing system, but experience in HDA ticketing tool is a plus

●      Able to develop and provide SLA’s and KPI’s

●      ITIL Certification is a plus