• Possess a degree in Computer Science/Information Technology or related fields.
• 3 to 8 years of experience in IT service management, specializing in Incident Management.
• Hands-on experience with knowledge in ITSM tools and platforms;

e.g. BMC Remedy, MyIT, SmartIT etc.

• Extensive knowledge and experience in IT Service Management framework, development of Incident Management reports and processes.
• Experience in managing, monitoring and improving Incident Management processes.
• Develop Incident Management plan, perform incident impacts assessment and identify key stakeholders.
• Provide technical direction and coordination to the resolver teams involved during incidents and disaster recovery.
• Provide inputs to the problem management process and Root Cause Analysis (RCA) preparation.
• Extensive experience in managing conflict situations, decision making and escalation of major incidents/disaster.
• Manage Escalation Matrix which include technical teams and management levels for incidents/disaster escalation reference.
• Prepare and deliver regular reports; e.g. SLA measurement and performance, incidents trend analysis etc.
• Experience in system development, infrastructure or other IT related areas.
• Ensure compliance with IT security standards, policies and procedures.
• Deep understanding of ITIL processes, with experience in an ITIL based environment.
• Excellent written and communication skills.
• Preferably with ITIL certifications.