ITIL Service Management lead
In This Role, You Will
- Coordinating people involved in the incident management process and ensuring process alignment.
- Responding to reported service incidents, identifying the root cause, and initiating the incident management procedure
- Prioritizing incidents according to their urgency and impact on the business
- Training and mentoring others in the incident management process
- Driving and coordinating incident response activities and deciding on the best course of action
What You'll Need To Succeed (required Skills)
- 14+ years of experience in leading major incident management process, running major incidents situations. Exposure to all basic ITIL processes.
- Solid grasp of CAPA-Corrective actions and preventive actions.
- 8+ years of experience in major incident and problem management.
- Have led team of 5-7 team members - specifically ITIL process, ITSM operations teams
- Demonstrable understanding of CAPA-Corrective actions and preventive actions.
- Directive to have 5-10 years of experience in an Incident Management role.
- Ability to work rotating shifts to support 24/7/365 organization.
What Will Help You Stand Out (preferred Skills)
- Solid grasp of ITIL process and ITIL certified-at least ITIL foundation.
- Experience in a technical support field: network, server, storage.
- Good to have Risk management, Configuration management and some exposure to infrastructure basics.
Working Arrangements
