Incident Manager

Herzum; Remoto; EUR 40.000 - 60.000; Tempo pieno

Descrizione del lavoro

An IT consulting company is seeking a skilled Incident Manager to join their team. The role involves managing and coordinating incident resolution while ensuring minimal business impact and service continuity. The ideal candidate should possess 2–3 years of experience, with a solid understanding of ITIL processes and strong communication skills. This position offers the flexibility of 100% remote work, making it an exciting opportunity for candidates looking to advance their careers in IT service management.

Competenze

• 2–3 years of experience in Incident Management or IT Service Operations.
• Good understanding of the 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.
• 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

ITSM tools

Fluent in Italian

Good command of English

Strumenti

ServiceNow

Remedy

Descrizione del lavoro

Incident Manager

We are seeking an Incident Manager with 2–3 years of experience in IT Service Management. The selected candidate will support one of our clients in 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 the 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).
• Fluent in Italian and good command of English.

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.

Seniority level

Mid‑Senior level

Employment type

Full‑time

Job function

Information Technology

Industries

IT Services and IT Consulting

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.