Job Description

Job Brief:

• Reviewing resolved incident tickets to ensure all necessary information is updated and accurate.
• Leading, driving, and managing internal and external stakeholders, including outsourced vendors, to
• promptly resolve incidents and requests within the contracted Service Level Agreement (SLA).
• Taking ownership of resolved incidents by monitoring and tracking their status, managing investigation and
• diagnosis, and ensuring timely updates to maximize system availability, improve service levels, optimize
• costs, and enhance customer satisfaction.
• Serving as the primary contact point for major incidents, coordinating between various IT teams and
• internal / external \xe2\x80\x98s stakeholders to facilitate rapid incident resolution.
• Training, mentoring staff and other team members on incident management processes and best practices.
• Coordinating with the Service Desk to ensure incidents are properly logged and categorized.
• Participating in the development and maintenance of incident management policies, processes, and procedures.
• Ensuring disaster recovery and business continuity plans are in place and effective, including participation in drills and actual events.
• Regularly reviewing and updating incident management tools and technology to ensure they are current and effective.

• Diploma / Degree in Information Technology, Computer Science, Engineering, or a related field is typically required.
• ITIL Certification: Relevant certification can be beneficial.
• Technical Certifications: Relevant technical certifications can be beneficial depending on the specific technical environment of the organization.
• Industry Experience: At least 1-3 years of experience in IT service management, with a focus on incident management, case management, contact center environment.
• Case Management Experience: Proven experience in managing incidents within an ITIL framework, including handling major incidents, and coordinating with cross-functional teams
• Technical Expertise: Hands-on experience with IT infrastructure and software systems, with the ability to troubleshoot and resolve technical issues.
• Data Analysis: Experience with analyzing incident data, identifying trends, and implementing improvements based on data-driven insights.
• Process Improvement: Experience in developing and implementing process improvements within an ITIL framework.
• Knowledge Management: Experience in developing, enhancing and execution of Knowledge management.

• Attractive Salary
• Language Allowance (selected desks)
• Shift Allowance (selected desks)
• Performance related bonus on a quarterly basis for confirmed staff
• 15 days Annual Leave
• 14 days Medical Leave
• Medical and hospitalization coverage

Scicom