Incident Manger

6 days ago

Wellington City, New Zealand Silverstripe Full time

We are seeking an experienced Incident Manager to join our ITIL service desk team in FreshService. This is a 10 week full-time contract, starting in mid-March or early April.

**Responsibilities**:

- Manage and resolve IT incidents in a timely and efficient manner, ensuring that service is restored as quickly as possible
- Provide timely and accurate incident updates to stakeholders and management, including root cause analysis and resolution steps
- Monitor and track incident tickets in FreshService, ensuring that they are properly documented, prioritized, and resolved within SLA timeframes
- Collaborate with other service desk roles, and business stakeholders to identify and mitigate potential incidents and proactively manage potential service disruptions
- Implement and maintain incident management procedures and operational plays in alignment with ITIL standards
- Conduct daily incident reviews to identify areas for improvement and implement changes to improve incident management processes and procedures
- Facilitate communication and coordination between the customer and the service desk team during critical incidents, ensuring that all parties are informed and engaged throughout the incident resolution process
- Gather, author and distribute incident management reports and metrics where needed.

**Requirements**:
**Skillset**:

- Technical knowledge and experience in IT incident management
- Communication and interpersonal skills
- Analytical and problem-solving skills
- Ability to work well under pressure and manage multiple priorities
- ITIL processes and best practices
- IT service management tools like FreshService and Jira
- Incident management reporting, metrics and KPIs
- Knowledge of Security Management and ISO 27001
- Accurate incident record maintenance.

**Requirements**:

- ITIL trained
- Experience with FreshService or other IT service management tools.

**Benefits

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