
Incident Resolution Specialist
3 days ago
Deliver exceptional service to our customers by resolving incidents efficiently and effectively. As a key member of our Service Management team, you will support all areas of our business, ensuring timely resolution and minimum business impact.
- Analyse the entire lifecycle of incidents (P1-P4) to ensure timely resolution and minimum business impact.
- Support problem management, ensuring consistent application of the problem management process.
- Provide support for the change management process, ensuring changes are evaluated, approved and implemented with minimal risk to the business.
- Perform reporting and metrics analysis. Prepare and deliver reports on incident and problem management metrics, trends and performance for senior leaders and regulatory bodies.
Key qualifications include:
- Certification in ITIL or other relevant IT service management frameworks.
- Strong understanding of ITIL framework and best practices.
- Experience in IT service management, with a focus on incident, problem and change management.
- Experience in a 24/7 on-call environment, with an ability to handle high-pressure situations.
- Strong communication skills with proven experience providing written updates on incidents to senior leaders.
- Familiarity with IT service management tools and software.
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