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Incident Management Specialist

hace 2 meses

Madrid, Madrid, España Talent Hackers A tiempo completo
About the Role

We are seeking a highly skilled Incident Management Specialist to join our team at Talent Hackers. As a key member of our Service Delivery function, you will be responsible for managing and maintaining our Major Incident process and associated procedures.

Key Responsibilities:

  • Initiate the Major Incident process when required and facilitate the end-to-end process to ensure timely resolution.
  • Provide an escalation point for Service Delivery Managers to discuss details of any rejected escalations and ensure they are informed of progress.
  • Coordinate resources to restore service and communicate with clients and Management to keep them updated on Incident progress.
  • Determine the priority and urgency of incidents for resolution, monitor progress, and apply escalation procedures for incidents not progressing satisfactorily.

Requirements:

  • Detailed understanding of the ITIL Framework and experience meeting Service Level Targets.
  • High level of working in IT Service Delivery function.
  • Sustained experience of completing assessments and analysis of major incidents and resolutions.
  • High level of understanding of computers and supporting infrastructure to identify common issues.
  • Proficient in customer service techniques to ensure full account is taken of customers' real and stated needs in delivery.

What We Offer:

  • Flexible working hours.
  • Restaurant ticket.
  • Medical insurance.
  • Courses and certifications.