Incident Manager

Herzum Software srl Unipersonale; Remoto; EUR 40.000 - 55.000; Tempo pieno

Descrizione del lavoro

A leading IT service provider is seeking an Incident Manager with 2-3 years of experience in IT Service Management. This role involves coordinating incident resolution and ensuring minimal business impact while maintaining service continuity. Required skills include a solid understanding of ITIL processes, strong communication abilities, and the capacity to work under pressure. Experience with ITSM tools and fluency in Italian and English are essential. The position offers a fully remote work option.

Competenze

• 2–3 years of experience in Incident Management or IT Service Operations.
• Good understanding of ITIL framework and service management principles.
• Experience with ITSM tools (e.g., ServiceNow, Remedy).
• Strong communication and stakeholder management skills.

Mansioni

• Manage and coordinate the resolution of incidents from detection to closure.
• Act as the primary point of contact for incident escalation and communication.
• Ensure timely restoration of services in line with SLAs and governance standards.
• Document incident details, timelines, and actions taken in ITSM tools.
• Facilitate post-incident reviews and contribute to root cause analysis (RCA).
• Support continuous improvement of incident management processes.

Conoscenze

Incident Management

ITIL framework

Communication skills

Stakeholder management

Problem-solving

Team collaboration

Ability to work under pressure

Fluent in Italian

Good command of English

Formazione

ITIL v4 Foundation Certification

Strumenti

ServiceNow

Remedy

Descrizione del lavoro

Open Position : Incident Manager

To strengthen our international team, we are seeking anIncident Managerwith2–3 years of experienceinIT Service Management. The selected candidate will support one of our clients in managing and coordinating the resolution ofmajor incidents, ensuring minimal business impact and maintaining service continuity. The ideal candidate will have asolid understanding of ITIL processes, strong communication skills, and the ability to work under pressure.

Key Responsibilities :

• Manage and coordinate theresolution of incidentsfrom detection to closure.


• Act as the primary point of contact forincident escalationand communication.


• Ensure timely restoration of services in line withSLAsandgovernance standards.


• Documentincident details,timelines, andactionstaken inITSM tools.


• Facilitate post-incident reviews and contribute toroot cause analysis (RCA).


• Collaborate withProblem ManagementandChange Management teamsto prevent recurrence.


• Supportcontinuous improvementof incident management processes.

Required Skills & Qualifications :

• 2–3 years of experienceinIncident ManagementorIT Service Operations.


• Good understanding ofITIL frameworkandservice management principles.


• Strongcommunicationandstakeholder management skills.


• Ability to work effectively under pressure andmanage multiple priorities.


• Experience withITSM tools(e.g., ServiceNow, Remedy).


• Fluent inItalianand good command ofEnglish.

Preferred Qualifications :

• ITIL v4 Foundation Certification.


• Exposure to major incident handling in enterprise environments.

Soft Skills :

• Analytical and problem-solving mindset.


• Ability to remain calm and decisive during critical situations.


• Team-oriented with strong collaboration skills.

Work mode : 100% remote.

Join Us!Become part of a team driven by innovation, belief in talent, and a commitment to excellence. Your next career step starts here.

This announcement is addressed to both sexes, in accordance with Laws 903 / 77 and 125 / 91, and to people of all ages and nationalities, in accordance with Legislative Decrees 215 / 03 and 216 / 03.