Company Description

Job Description

• Incident Management:
  
  • Receive, log, and classify IT incidents.
  • Coordinate incident response teams, assigning tasks and monitoring progress.
  • Conduct root cause analysis to identify underlying issues.
  • Implement corrective actions to prevent recurrence.
  • Update stakeholders on incident status and resolution.
• Problem Management:
  
  • Identify recurring incidents and develop preventive measures.
  • Work with relevant teams to implement changes to improve system stability.
• Knowledge Base Management:
  
  • Maintain a comprehensive knowledge base of known issues and solutions.
  • Share knowledge with team members to improve response times.
• Reporting:
  
  • Generate incident reports and metrics.
  • Analyze data to identify trends and areas for improvement.

• Business Continuity Management: works closely with Client around business continuity; participates to the planning and implementation of methods for risk management, impact analysis
• Service Improvement Management: ensures Continual Service Improvement (CSI)
• Participates to the definition of countermeasures and contingency arrangements that relate to the serious disruption of IT services.
• Acts as bridge between the client and internal operation managers.

Qualifications

• 4+ years of experience
• Experience working in delivery of similar ITIL aligned services to SLAs.
• Working knowledge of relevant technologies such as virtualization, networking, shared and dedicated hosting.
• Well-developed communication skills and experience dealing with staff ranging from Service Desk analysts and highly technical architects to senior IT Managers and CIOs.
• Highly efficient and well organized with demonstrable experience producing a range of written service delivery material such as service reports and service improvement plans.
• Excellent written and spoken English.
• Able to write clear and articulate reports.
• Diplomatic and able to remain calm under pressure.
• Strong understanding of IT infrastructure and operations.
• Experience with incident management tools and methodologies (e.g., ITIL).
• Problem-solving and analytical skills.
• Knowledge of scripting languages (e.g., Python, Bash) is a plus.

Additional Information

• Finance: Competitive salary package, share plan, company performance bonuses, value-based recognition awards, referral bonus;
• Career Development: Career coaching, global career opportunities, non-linear career paths, internal development programmes for management and technical leadership;
• Learning Opportunities: Complex projects, rotations, internal tech communities, training, certifications, coaching, online learning platforms subscriptions, pass-it-on sessions, workshops, conferences;
• Work-Life Balance: Hybrid work and flexible working hours, employee assistance programme;
• Health: Global internal wellbeing programme, access to wellbeing apps;
• Community: Global internal tech communities, hobby clubs and interest groups, inclusion and diversity programmes, events and celebrations.