Incident Manager

Job Qualification:

● Bachelor's Degree in an IT-related, Management, Engineering or Computer Science field

● At least 3 years of experience in Incident Management, Problem and Change Management and IT Operations

● Strong verbal and written communication skills, with the ability to translate technical information to business terminology and experienced with Client, Vendor and stakeholder interaction

● A solid understanding of the ITIL Incident & Change Management process

● Experience and knowledge of change management principles, methodologies and tools

● Willingness to render rotating shifts and should have no preference to schedule

● Possesses strong attention to detail, leadership, problem solving and analytical skills

● High level understanding of multiple IT Platforms and Infrastructure, and has good technical management, technical understanding, analyzing information, informing others, problem solving, coordination, strategic planning and quality management

● Responds adequately to inquiries and complaints

● Managed multiple high-priority initiatives in a fast paced, highly technical environment

● Experienced with any ticketing system, but experience in HDA ticketing tool is a

Able to develop and provide SLA's and KPI's

● ITIL Certification is a plus