Incident Lifecycle Manager

Job Overview

The role involves overseeing the planning and coordination of all tasks necessary to implement, supervise, and report on the Incident Lifecycle management process. Additionally, the role requires analyzing problem trends to proactively identify and resolve issues within a department or business unit.

Key Responsibilities

• Identify IT problems by analyzing incident data in collaboration with incident managers or IT support teams.
• Investigate IT problems based on their impact, ensuring resolution or error identification.
• Facilitate requests for changes (RFCs) aimed at eliminating errors.
• Engage in proactive problem management.
• Track and monitor the progress of resolving known errors.

Qualifications

• Bachelor's degree in IT, Computer Science, or a related discipline.
• Relevant professional certifications are advantageous.

Experience & Skills

• Between 3 to 6 years of experience in a comparable role.
• Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint) and report creation.
• ITIL V3 Foundation certification is required.

Additional Information

Behavioral Competencies

• Ability to adopt practical approaches.
• Skill in establishing rapport.
• Competent in analyzing information.
• Exploration of potential solutions.
• Creativity in generating new ideas.
• Effective interpersonal communication.

Technical Competencies

• Application support knowledge.
• Capacity management understanding.
• Database administration skills.
• License management expertise.
• Service level management experience.
• Familiarity with service management processes.