Incident Manager (BIG)

HERZUM; Remoto; EUR 40.000 - 55.000; Tempo pieno

Descrizione del lavoro

A leading IT consulting firm based in Italy is seeking an Incident Manager. This remote position requires 2–3 years of experience in IT Service Management. Responsibilities include managing major incidents, ensuring service continuity, and collaborating with teams for process improvements. Ideal candidates will possess strong communication skills, a solid understanding of ITIL processes, and experience with ITSM tools like ServiceNow. Join a team that values 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.
• Fluent in Italian and good command of English.

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.

Conoscenze

Incident Management

IT Service Operations

ITIL framework

Stakeholder management

Communication

Analytical thinking

Problem-solving

Team collaboration

Strumenti

ServiceNow

Remedy

Descrizione del 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.

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.