Remote Incident Manager: ITIL & Crisis Resolution

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

Descrizione del lavoro

A software company is seeking an experienced Incident Manager to support clients in managing and coordinating major incidents. Candidates should have 2–3 years of experience in IT Service Management and a solid understanding of ITIL processes. The role demands strong communication skills and the ability to work effectively under pressure. This position offers a fully remote work environment, enabling candidates to thrive in a flexible and innovative atmosphere.

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.
• Experience with ITSM tools such as ServiceNow or Remedy.
• Fluent in Italian with a 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

Communication

Stakeholder management

Ability to work under pressure

ITSM tools

Fluent in Italian

Good command of English

Formazione

ITIL v4 Foundation Certification

Strumenti

ServiceNow

Remedy

Descrizione del lavoro

A software company is seeking an experienced Incident Manager to support clients in managing and coordinating major incidents. Candidates should have 2–3 years of experience in IT Service Management and a solid understanding of ITIL processes. The role demands strong communication skills and the ability to work effectively under pressure. This position offers a fully remote work environment, enabling candidates to thrive in a flexible and innovative atmosphere.