Remote Incident Manager: ITIL & Crisis Resolution

Herzum Software srl Unipersonale; Remoto; EUR 40.000 - 55.000; Tempo pieno

Descrizione del lavoro

A leading software solutions provider is seeking an Incident Manager to manage and coordinate incident resolution, ensuring service continuity. The ideal candidate will have 2-3 years of experience in IT Service Management, a solid understanding of ITIL processes, strong communication skills, and the ability to work under pressure. This role offers a 100% remote work environment, making it a great opportunity for professionals looking to thrive in a dynamic team dedicated to 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 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.

Conoscenze

Incident Management

ITIL framework understanding

Communication skills

Stakeholder management

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

A leading software solutions provider is seeking an Incident Manager to manage and coordinate incident resolution, ensuring service continuity. The ideal candidate will have 2-3 years of experience in IT Service Management, a solid understanding of ITIL processes, strong communication skills, and the ability to work under pressure. This role offers a 100% remote work environment, making it a great opportunity for professionals looking to thrive in a dynamic team dedicated to innovation and excellence.