.FUNCTIONAn Incident Management Officer is responsible for the upkeep and smooth operations of IT systems. They oversee all aspects of the incident management process, from evaluation to resolution.The incident management officer records all issues and helps design ways to prevent similar problems in the future (via problem management).The officer will manage technical support teams, create procedures to deal with problems, and develop solutions. After the closure of the incident, the Officer takes on the role of problem manager and opens a problem for investigation on the root cause or other improvements.The incident management officer is responsible for all communication during the lifecycle of the incident & problem.The incident management officer is also responsible for detecting trends & being proactive.MOST IMPORTANT ACTIVITIES:Incident logging to keep track of issues and ensure resolution, and to examine incidents and establish processes to prevent or minimize similar problems.Restoring service as soon as possible by finding, motivating & coordinating the appropriate support groups.Facilitating crisis calls, taking notes, and communicating regularly with the management community using designated tools.Writing reports for major incidents containing technical details about the nature of the outage and the steps necessary to improve.Being mindful of the correct application of processes by reading/applying the MIM handbook.Notifying customers and colleagues about major outages using the correct channels for communication.Organizing problem management meetings to look for the root cause and define steps to avoid issues in the future.Attending and/or facilitating PRAB meetings to communicate about new problems, key problem status, and closure of problems.Your ProfileTechnical skills:At least 3 years of experience in IT service management or an IT support role.Ability to quickly gain insight into IT infrastructure, network, and application dependencies using various technologies.Hands-on mindset to take the initiative to restore services as soon as possible.Good technical insight and excellent communication skills to assist resolving teams in their search for root cause & resolution.Scoping skills to estimate the possible impact of service interruptions and consequences of problems with or loss of computer services.ITIL certified or willing to obtain certification as part of the development plan.Proficient in the Service Now environment.LanguageEnglish - Excellent: professional level both in writing and speaking.Main characteristics of an incident management officer:Strong problem-solving, analytical, and time management skills.Organizational, critical thinking, and oral and written communication skills.Effective team player and leader who can work independently when necessary.Attention to detail and ability to handle crisis situations.Ability to solve complex problems in IT Infrastructure
