Essential Duties and Responsibilities:

Provide first-line investigation and diagnosis of all major Incidents and Service Requests working with service desk providerIdentify potential problems and/or increasing trend of repetitive IncidentsEnsure that activities within a process are being performed at a high level of quality and that it meets its associated Service Level Agreements or Operational Level AgreementsDetermine if an incident needs to be escalated according to priority and severity of the issueCreate action plans to curtail incident trends and work with IT teams to revise or build solutions for resolutionGather requirements from IT teams and senior leaders for solution development to facilitate resolution of incidentsEnsure that Incidents assigned to their Support Groups are resolved and that service is restored on time;Monitor the Incidents and manage workload in their respective queues to ensure that Service Level Agreement and Operational Level Agreement are respectedParticipating in Incident review meetings following major Incidents and ensure RCA documentation is complete along with action plan to mitigate going forwardCreate Knowledge with repeatable procedures with a goal of reducing the number of IncidentsFacility regular incident management meetings with the different towers to keep track on the back log of incidentsInvolved in implementing new services to safeguard the incident management process and adopt this new service into the standing support organizationPartner with project managers when implementing new services to keep track on the incoming incidents which requires appropriate follow upWorks in conjunction with Continual Service Improvement (CSI)Involvement in optimizing knowledge management and problem management to reduce incident volume

Job Qualification:

Education:  Bachelor’s degree in computer science or related field preferredCertified Experience with Service NowCertified ITIL FoundationCertified ITIL PractitionerIn addition to strong stakeholder management skills, you have strong analytical thinking skills, with the ability to make logical/reasoned decisions. Colleagues describe you as organized, detail-oriented and an expert at multi-tasking. You give your commitment to meeting deadlines and have excellent writing, verbal communication, presentation and research skills. Furthermore, you have:At least 3-5 years’ experience in a similar roleExperience in a customer-facing roleProject Management experience is a plusDemonstrated strong customer service, technical and analytical skillsExcellent verbal and written communication skills.Ability to establish and maintain effective working relationshipsSelf-Starter with the ability to quickly learn existing technical processes and combine knowledge from multiple disciplines to produce an optimal solution.Ability to multitask, prioritize, and manage time efficiently.Ability to handle a wide variety of duties with minimal supervision.Ability to work individually and in a team environmentSound analytical thinking and problem-solving skillsDemonstrated organizational, time management, and multi-tasking skills.Recognize optimization potentials in existing processes and convert them into practical solutionsAdapt and improve standardized solutions tailored to global requirements