Remote Incident Manager: ITIL & Crisis Resolution

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

Descrizione del lavoro

A leading IT service provider is seeking an Incident Manager with 2-3 years of experience in IT Service Management. This role involves coordinating incident resolution and ensuring minimal business impact while maintaining service continuity. Required skills include a solid understanding of ITIL processes, strong communication abilities, and the capacity to work under pressure. Experience with ITSM tools and fluency in Italian and English are essential. The position offers a fully remote work option.

Competenze

• 2–3 years of experience in Incident Management or IT Service Operations.
• Good understanding of ITIL framework and service management principles.
• Experience with ITSM tools (e.g., ServiceNow, Remedy).
• 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.
• 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

Problem-solving

Team collaboration

Ability to work under pressure

Fluent in Italian

Good command of English

Formazione

ITIL v4 Foundation Certification

Strumenti

ServiceNow

Remedy

Descrizione del lavoro

A leading IT service provider is seeking an Incident Manager with 2-3 years of experience in IT Service Management. This role involves coordinating incident resolution and ensuring minimal business impact while maintaining service continuity. Required skills include a solid understanding of ITIL processes, strong communication abilities, and the capacity to work under pressure. Experience with ITSM tools and fluency in Italian and English are essential. The position offers a fully remote work option.