Incident Management Specialist

About the role

The Incident Management Specialist is responsible for monitoring, logging, and resolving IT service incidents across the Platform & Infrastructure Operations Department. The role ensures timely communication with stakeholders and vendors while maintaining compliance with SLA and ISO standards.

Key responsibilities

• Identify, classify, and prioritize incidents based on severity, business impact, and urgency.
• Monitor alerts and system reports to detect service‑impacting issues.
• Open and manage vendor cases, upload logs, and coordinate technical meetings.
• Record detailed incident data, maintain communication with stakeholders, and escalate critical incidents.
• Conduct post‑incident reviews, generate RCA reports, SLA compliance dashboards, and capacity planning summaries.
• Analyze historical data to identify trends and drive continuous improvement of incident management processes.

Required profile

• 2–4 years of hands‑on experience in Incident Management, IT Operations, NOC/SOC, or IT Service Management.
• Strong analytical ability to spot trends, anomalies, and recurring issues.
• Excellent communication skills for interacting with internal teams, management, and external vendors.
• Proven ability to work under pressure in fast‑paced environments and meet defined SLAs.

Required skills

• ITIL and ITSM framework knowledge.
• Proficiency with incident management tools and monitoring platforms.
• Experience with data visualization tools for dashboards and reports.
• Familiarity with ISO‑aligned quality and compliance procedures.