Incident Specialist (ITSM)

1. Incident & Problem Management Provides direction in the end-to-end management of incidents, ensuring timely resolution is achieved. Ensures the team follows Standard Operating Procedures (SOPs) to restore IT services within defined Service Level Agreements (SLAs). Establishes and maintains communication with key IT and business stakeholders to support effective information sharing and issue resolution. Serves as the point person for coordinating critical incidents affecting client business operations. Ensures timely communication is sent to Client Global IT stakeholders and properly documents incidents through incident reports. Oversees all incident management activities during the shift and provides comprehensive shift turnover reports and shift recaps to ensure continuity of incident and problem management processes. Responds to clients promptly while following the principles and procedures of the Quality Management System. Identifies and analyzes problems, recommends improvements, and implements solutions that provide recognized business benefits. Leads critical incident debriefs and ensures appropriate follow-up actions are documented. Prepares detailed post-incident reports and ensures lessons learned are captured. 2. Change Management Has overall responsibility for ensuring consistent adherence to Change Management requirements, policies, and standards. Ensures change records comply with established policies and requirements before presentation to the Change Advisory Board (CAB). Facilitates CAB review meetings and ensures all changes are properly reviewed and approved before implementation. Monitors the progress and status of changes throughout the change lifecycle. Ensures all infrastructure changes are appropriately categorized, accurately assessed for risk and impact, and properly documented according to process standards. Audits and manages the Change Management process lifecycle and provides regular reports to upper management. Communicates the pipeline of infrastructure changes that may impact supported platforms and ensures change status, progress, and issues are communicated to the appropriate stakeholders. Facilitates the approval and implementation of Emergency and Urgent Changes when necessary. Prepares weekly and monthly Change Management reports. Educates and guides the team on Change Management processes, policies, and best practices. Job Qualifications Bachelor’s Degree in Information Technology, Computer Science, Management, Engineering, or a related field. At least 3 years of experience in Incident Management, Problem Management, Change Management, and IT Operations. Strong verbal and written communication skills, with the ability to translate technical information into business terminology. Proven experience working with clients, vendors, and key stakeholders. Solid understanding of ITIL Incident, Problem, and Change Management processes . Experience and knowledge of Change Management principles, methodologies, and tools. Willingness to work rotating shifts and flexibility to work any assigned schedule. Strong attention to detail, leadership, problem-solving, analytical, and decision-making skills. Strong understanding of multiple IT platforms and infrastructure, with the ability to analyze information, coordinate activities, manage technical concerns, support strategic planning, and maintain quality standards. Ability to respond effectively to inquiries, concerns, and complaints. Proven experience managing multiple high-priority initiatives in a fast-paced and highly technical environment. Experience using any ticketing system; experience with HDA ticketing tools is an advantage. Ability to develop, monitor, and provide SLA and KPI reports . ITIL Certification is an advantage.