Remote Incident Manager: ITIL & Crisis Resolution

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

Descrizione del lavoro

A dynamic software company is seeking an Incident Manager to join their international team. This role requires 2–3 years of experience in IT Service Management with a strong understanding of ITIL processes. The Incident Manager will coordinate the resolution of incidents, ensuring minimal business impact while maintaining service continuity. Candidates should possess excellent communication skills, a problem-solving mindset, and experience with ITSM tools. The position is fully remote, offering flexibility in the workplace.

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.
• Ability to work effectively under pressure and manage multiple priorities.

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 to prevent recurrence.
• Support continuous improvement of incident management processes.

Conoscenze

Incident Management

ITIL Framework

Communication Skills

Stakeholder Management

Problem Solving

Fluent Italian

Good English

Strumenti

ServiceNow

Remedy

Descrizione del lavoro

A dynamic software company is seeking an Incident Manager to join their international team. This role requires 2–3 years of experience in IT Service Management with a strong understanding of ITIL processes. The Incident Manager will coordinate the resolution of incidents, ensuring minimal business impact while maintaining service continuity. Candidates should possess excellent communication skills, a problem-solving mindset, and experience with ITSM tools. The position is fully remote, offering flexibility in the workplace.