Major Incident And Problem Management

Techvilla Solutions

Palm Beach, FL

Posted On: Sep 18, 2024

Posted On: Sep 18, 2024

Job Overview

Job Type

Full-time

Experience

8 - 10 Years

Salary

Depends on Experience

Work Arrangement

On-Site

Travel Requirement

0%

Required Skills

  • Incident Management
  • ServiceNow
  • ITIL
  • Risk Management
  • Contingency Planning
Job Description
Roles and Responsibilities
  • Lead the incident management team in the swift resolution of IT incidents to minimize downtime.
  • Ensure incidents are logged, categorized, and prioritized appropriately in the IT Service Management tool.
  • Coordinate with technical teams to restore normal service operation as quickly as possible.
  • Drive post-incident reviews (PIRs) to assess root causes, lessons learned, and continuous improvement opportunities.
  • Provide regular updates to senior management and key stakeholders on incident status and outcomes.
  • Develop problem reports with action plans and timelines to resolve underlying causes.
  • Track and ensure the implementation of solutions for identified problems.
  • Monitor the performance of incident and problem management processes and suggest improvements.
  • Define key performance indicators (KPIs) and metrics to measure the effectiveness of incident and problem management processes.
  • Analyze incident trends, problems, and root causes to identify areas for improvement.

 

Required Skills
  • Incident Management Skills
  • Problem Management Skill
  • ServiceNow Expert
  • ITIL Framework and Best Practice
  • IT Infrastructure Technical Understanding
  • Communication and Collaboration
  • Leadership and Team Management
  • Analytical & Problem-Solving Skills
  • Risk Management
  • Contingency Planning

Job ID: TS240394


Posted By

Vivek

Information Technology Recruiter