Incident Management Specialist
4 weeks ago
Job Title: Incident Management Specialist
Description:
At Abode Techzone LLC, we are seeking a skilled Incident Management Specialist to join our team. The ideal candidate will have a minimum of 3 years of experience in incident management and a strong understanding of IT service restoration. The role involves recording and classifying received incidents, undertaking immediate efforts to restore failed IT services, and assigning unresolved incidents to the appropriate Tier 2 Support Group.
Responsibilities:
- Record and classify received incidents and undertake immediate efforts to restore failed IT services
- Assign unresolved incidents to the appropriate Tier 2 Support Group
- Log all incident/service request details, allocating categorization and prioritization codes
- Keep users informed about their incidents' status at agreed intervals
- Associate incidents with other records (e.g., incidents, changes, problems, knowledge articles, known errors, etc.)
- Provide first-line investigation and diagnosis of all incidents and service requests
- Verify resolution with users and resolve incidents in the ITSM tool
- Owning critical/major incidents end-to-end for closure, following SOPs to involve the right members in the incident bridge, and providing regular updates to stakeholders until the issue is resolved
- Escalarating incidents at risk of breaching the Service Level Agreement to the Incident Process Coordinator
- Owning all incidents and service requests throughout their lifecycle
- Excellent oral and written communication skills are required
Requirements:
- Minimum 3 years of experience in incident management
- Overall experience of at least 5-8 years
- Preferred experience working on telecom projects
Language: English
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