SysTechCorp - Incident Manager (1-2 yrs)

Responsibilities:

Incident Identification & Classification:

- Monitor IT systems and network activity for potential incidents.

- Receive and triage incident reports from internal and external sources.

- Classify incidents based on severity and impact on business operations.

Incident Response & Resolution:

- Analyze incidents to determine root cause and develop effective resolution plans.

- Implement solutions to resolve incidents and restore normal operations promptly.

- Escalate complex incidents to the appropriate teams as needed.

Communication & Documentation:

- Communicate effectively with stakeholders throughout the incident life cycle, providing timely updates and clear explanations.

- Document incidents thoroughly, including root cause analysis, resolution steps, and lessons learned.

Continuous Improvement:

- Analyze trends in incident data to identify recurring issues.

- Develop and implement preventative measures to minimize future incidents.

- Contribute to the improvement of IT infrastructure and processes for better incident management.

Qualifications:

- Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience).

- Minimum 1-2 years of experience in IT support or incident management.

- Proven experience in identifying, diagnosing, and resolving complex IT incidents.

- Strong analytical and problem-solving skills.

- Excellent communication, interpersonal, and collaboration skills.

- Ability to work independently and manage multiple tasks effectively.

- Ability to prioritize and work effectively under pressure.

- Experience with IT service management (ITSM) methodologies (ITIL) is a plus.

- Familiarity with incident management tools is a plus