Incident Manager

idpp; Italia; In loco; EUR 40.000 - 60.000; Tempo pieno

Descrizione del lavoro

A leading IT service provider based in Italy is seeking an Incident Manager with 2–3 years of experience in IT Service Management. The selected candidate will manage the resolution of major incidents, ensuring minimal business impact while maintaining service continuity. Essential skills include a solid understanding of ITIL processes, strong communication skills, and the ability to work under pressure. The role offers opportunities for professional development and a collaborative work environment.

Competenze

• 2–3 years of experience in Incident Management or IT Service Operations.
• Good understanding of ITIL framework and service management principles.
• Ability to work effectively under pressure and manage multiple priorities.

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.

Conoscenze

ITIL knowledge

Strong communication skills

Time management

Analytical mindset

Strumenti

ServiceNow

Remedy

Descrizione del lavoro

Role Overview

We are looking for an Incident Manager with 2–3 years of experience in IT Service Management to join our operations team. The role involves managing and coordinating the resolution of major incidents, ensuring minimal business impact and maintaining service continuity. The ideal candidate will have a solid understanding of ITIL processes, strong communication skills, and the ability to work under pressure.

Key Responsibilities

• 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).
• Collaborate with Problem Management and Change Management teams to prevent recurrence.
• Support continuous improvement of incident management processes.

Required Skills & Qualifications

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

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.