Incident Manager

Herzum Software srl Unipersonale; Remoto; EUR 40.000 - 60.000; Tempo pieno

Descrizione del lavoro

A leading software company is seeking an Incident Manager with 2–3 years of experience. The candidate will manage major incidents, ensure service continuity, and support IT operations. Strong ITIL knowledge, communication skills, and the ability to work under pressure are essential. The role allows for 100% remote work, making it an excellent opportunity for professionals looking for flexible arrangements. Join us to be part of a dynamic team focused on innovation and excellence.

Competenze

• 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.

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

Incident Management

IT Service Operations

ITIL framework

Strong communication skills

Stakeholder management

Problem-solving mindset

Ability to work under pressure

Experience with ITSM tools

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 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 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.

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.