IT Incident Manager

TN Italy; Napoli; In loco; EUR 40.000 - 80.000; Tempo pieno

Descrizione del lavoro

An established industry player is looking for a skilled IT Incident Manager to join their vibrant team in Naples. This pivotal role focuses on managing IT incidents effectively, minimizing their impact on business operations, and ensuring service levels are maintained. You will lead incident response efforts, collaborate with cross-functional teams, and implement proactive measures to enhance IT resilience. The ideal candidate will possess a Master's degree in Computer Science or Engineering and have extensive experience in incident management and ITIL frameworks. Join this dynamic organization and contribute to continuous improvement initiatives while developing training programs to elevate incident response capabilities across the board.

Competenze

• 5 to 7 years of experience as an IT Incident Manager.
• Fluent in English with excellent communication skills.

Mansioni

• Lead and coordinate the response to IT incidents.
• Conduct post-incident analyses and document findings.
• Develop training programs for incident response.

Conoscenze

Incident Management

ITIL Framework

Stakeholder Management

Risk Assessment

Communication Skills

Formazione

Master's degree in Computer Science

Master's degree in Engineering

Strumenti

ITSM ServiceNow

Descrizione del lavoro

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MSC Cruises, the 3rd largest cruise operator globally, is seeking a highly skilled and experienced IT Incident Manager to join our dynamic and international team in Naples. As an IT Incident Manager , your primary responsibility is to ensure the effective and efficient management of IT incidents within the organization. You will play a crucial role in minimizing the impact of incidents on business operations, maintaining service levels, and facilitating timely resolution. The job purpose encompasses leading incident response efforts, coordinating with cross-functional teams, and implementing preventive measures to enhance overall IT resilience.

KEY ACCOUNTABILITIES

•Lead and coordinate the response to IT incidents, ensuring swift and effective resolution.

•Act as the focal point for all communication related to incidents, both internally and externally, keeping all the stakeholders informed about incidents' status and resolution progress

•Conduct thorough post-incident analyses to identify root causes, contributing factors, and lessons learned.

•Document incident details, resolutions, and future prevention and improvement recommendations.

•Collaborate with IT teams, service providers, and other relevant stakeholders to ensure a cohesive and unified response to incidents.

•Develop and execute proactive measures to prevent recurring incidents, incorporating risk assessments to identify vulnerabilities and prioritizing incident response efforts accordingly. Facilitate regular incident simulation exercises, adapting response plans for enhanced effectiveness based on outcomes.

•Drive continuous improvement initiatives based on incident analysis and feedback.

•Develop and deliver training programs to enhance the incident response capabilities of IT and non-IT staff.

•5 to 7 years’ proven experience as IT Incident Manager.

•Master's degree in computer science, engineering or equivalent.

•Fluent in English, oral and written (any other language is an advantage) with excellent written and verbal communication skills.

•Effectively managing key stakeholders both internally and externally in the organisation. Experience in supplier’s governance and services setup & management.

•Proven experience in Incident Management, ITIL or other relevant frameworks.

•ITSM ServiceNow Platform knowledge, any certification is an advantage that will be very appreciated.

•Demonstrated success in implementing preventive measures and driving continuous improvement.

•Experience in risk assessments and prioritizing incident response efforts.