Description
As an IT Incident Officer, you will play a key role in ensuring the stability and efficiency of the IT infrastructure by handling critical incidents, analyzing trends, and driving continuous improvement in IT service management (ITSM). You will collaborate with technical teams to ensure rapid incident resolution and contribute to the optimization of IT processes.
Key responsibilities
🔹 Incident management
Monitor and manage critical incidents, ensuring resolution within agreed timelines
Coordinate technical teams for efficient incident resolution
Escalate issues to higher levels when necessary
🔹 continuous monitoring & improvement
Analyze incident trends to identify recurring issues
Propose preventive actions to minimize future incidents
Participate in post-mortem meetings and improve ITSM processes
🔹 documentation & reporting
Maintain an up-to-date incident knowledge base
Produce regular reports on incident KPIs (resolution time, impact, root causes)
Assist in developing IT governance dashboards
🔹 collaboration & communication
Ensure clear communication with IT teams and impacted users
Educate teams on best practices in incident management
Work closely with the IT Process Leader to address underlying issues
Profile
Experience: 1 to 3 years in IT support, incident management, or ITSM
Technical Skills:
Knowledge of ITIL principles (ITIL Foundation certification is a plus)
Experience with ITSM tools (ServiceNow, BMC Remedy, Jira Service Management, etc.)
Understanding of IT infrastructure (networks, servers, applications)
Behavioral Skills:
Strong analytical & problem-solving abilities
Excellent communication & priority management
Proactive, able to work under pressure in a dynamic environment
🚀 Join us to enhance IT resilience and drive continuous improvement in incident management!