Incident Management

Teamware Solutions is seeking a proficient Incident Management Specialist to join our IT Operations team. You'll be crucial in minimizing the impact of IT service disruptions, overseeing the entire incident lifecycle from detection and logging to diagnosis, resolution, and closure, ensuring rapid service restoration and continuous improvement.

Key Responsibilities

• Act as the primary point of contact for major incidents , driving their resolution from identification through to service restoration.
• Lead and coordinate technical teams (network, server, application, security) during incidents, ensuring clear communication and efficient problem-solving.
• Log, classify, prioritize, and assign incidents, adhering to established Service Level Agreements (SLAs) .
• Facilitate incident bridge calls , providing timely updates to stakeholders, management, and affected users.
• Ensure comprehensive documentation of all incident details, actions taken, and resolutions for post-incident review and knowledge building.
• Conduct post-incident reviews (PIRs) or contribute to Problem Management processes to identify root causes and preventive measures.
• Develop and maintain incident management procedures, runbooks, and playbooks.
• Utilize IT Service Management (ITSM) tools (e.g., ServiceNow, Jira Service Management) effectively for incident tracking and reporting.

Qualifications

Skills Required :

Preferred Skills :

Skills Required

Incident Management, Servicenow, Jira, Service Management, Analytical Abilities, Problem-solving