Incident Manager (BIG)

Herzum Software S.R.L. Unipersonale; Remoto; EUR 30.000 - 50.000; Tempo pieno

Descrizione del lavoro

Un'azienda di consulenza IT cerca un Incident Manager con 2-3 anni di esperienza per gestire incidenti critici. Il candidato ideale dovrà avere una solida comprensione dei processi ITIL e abilità comunicative forti. Questa posizione supporta un cliente nella risoluzione di incidenti e migliora i processi di gestione degli incidenti. Il lavoro è completamente remoto e richiede la disponibilità a lavorare sotto pressione. È necessaria la fluente conoscenza dell'italiano e una buona conoscenza dell'inglese.

Competenze

• 2-3 anni di esperienza nella gestione degli incidenti o operazioni IT.
• Buona comprensione del framework ITIL e dei principi di gestione dei servizi.
• Capacità di lavorare sotto pressione e gestire più priorità.

Mansioni

• Gestire e coordinare la risoluzione degli incidenti dalla rilevazione alla chiusura.
• Agire come punto di contatto principale per l'escalation degli incidenti.
• Assicurare il ripristino tempestivo dei servizi in conformità con SLA e standard di governance.

Conoscenze

Incident Management

IT Service Operations

ITIL framework

Communication

Stakeholder management

Fluent in Italian

Good command of English

Strumenti

ITSM tools (e.g., ServiceNow, Remedy)

Descrizione del lavoro

Azienda: Herzum Software S.R.L. Unipersonale

Posizione: Incident Manager (BIG)

Data udate: 23/12/2025

Luogo lavoro: Remote Working

Impegno: Full-time

Compenso lordo: Da concordare

Posti disponibili: 1

Contratto lavoro: Partita Iva, Indeterminato, Determinato

Descrizione offerta di lavoro

Welcome to Herzum | now part of catworkx!

We are much more than an IT consulting company: we are innovators, pioneers, and partners in excellence. Today, we begin a new chapter as part of the catworkx group — one of the world’s leading Atlassian Platinum Partners, with a strong presence across Europe.

Founded in Chicago in 2000, Herzum has grown into an international organization with offices in Italy, the United States, India, Switzerland, Ecuador, and the United Kingdom. Together with catworkx, we combine expertise, culture, and vision to deliver solutions that bring innovation, efficiency, and collaboration to companies around the world. We specialize in Agile, DevOps, and team collaboration technologies, helping organizations work better, faster, and more seamlessly.

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.

Work mode: 100% remote.

Competenze richieste

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.

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

Il presente annuncio è rivolto a entrambi i sessi, ai sensi delle leggi 903/77 e 125/91, e a persone di tutte le età e tutte le nazionalità, ai sensi dei decreti legislativi 215/03 e 216/03.