Job Description

• Strong familiarity with ITIL best practices and incident management processes
• Basic technical understanding of infrastructure, applications, and networks
• Strong stakeholder management and coordination skills across technical and business teams
• Proven proactiveness and ability to take initiative in managing incidents
• Excellent written and verbal communication skills
• High attention to detail and strong critical thinking abilities
• Leadership and team facilitation skills, especially during incident bridges/calls
• Capability to perform effectively in high-pressure, high-stress environments
• Demonstrated ability to make sound decisions under pressure and adapt quickly to changing situations
• Time management and prioritization skills to handle multiple incidents simultaneously
• Willingness to work on a roster or on-call basis
• Experience with major incident management (MIM) and root cause analysis (RCA)
• Prior experience in a similar IT incident management or related role

Person Specification

• Bachelor's degree or higher in a related field
• Familiarity with monitoring tools, ticketing systems, and service management platforms (e.g., ServiceNow, Jira)
• Ability to drive continuous improvement and problem management initiatives
• Solid understanding of SLAs, KPIs, and service reporting
• Strong documentation and reporting skills
• Risk assessment and escalation management capabilities