Your role
The Junior IT Incident Officer is responsible for managing IT incidents, ensuring their SWIFT and effective resolution to minimize impact on business operations. She/He collaborates with IT and business teams to identify, track, and resolve incidents while maintaining smooth communication with stakeholders. This position offers an excellent opportunity to develop expertise in IT Service Management (ITSM) and IT governance
Incident Management: Handle the monitoring of critical incidents and ensure their resolution within defined timelines
Coordinate technical teams for a quick and effective resolution of incidents
Monitor escalations and alert higher levels if necessary
Continuous monitoring and improvement: Analyze incident trends to identify recurring causes
Propose preventive and improvement actions to reduce future incidents
Participate in post-mortem meetings and contribute to the improvement of ITSM processes
Documentation and reporting: Keep the knowledge base of incidents and solutions up-to-date
Produce regular reports on incident KPIs (resolution time, impact, causes)
Help develop IT governance dashboards
Collaboration and communication: Ensure clear communication with IT teams and impacted users
Educate teams on best practices for incident management
Work with the IT Process Leader to identify underlying issues
Your profile
Experience: 1 to 3 years of experience in IT support, incident management, or ITSM
Technical skills: Knowledge of ITIL principles (ITIL Foundation certification is a plus)
Experience with an ITSM tool (ServiceNow, BMC Remedy, Jira Service Management, etc.)
Understanding of IT infrastructure (networks, servers, applications)
Behavioral skills: Good analytical and problem-solving skills
Excellent communication and priority management skills
Proactivity and ability to work under pressure in a dynamic environment