IT Monitoring Center – Incident Management Specialist

About the role

The IT Monitoring Center – Incident Management Specialist is responsible for detecting, logging, investigating and resolving service‑impacting incidents across the platform and infrastructure environment. The role works closely with internal teams and external vendors to ensure incidents are handled within defined SLAs and that continuous improvement is driven.

Key responsibilities

• Identify, classify and prioritize incidents based on severity, business impact and urgency.
• Monitor alerts and system reports to detect service‑impacting issues and open vendor cases when required.
• Record detailed incident information, maintain communication with stakeholders and provide real‑time updates.
• Escalate critical incidents following the escalation matrix and conduct post‑incident reviews.
• Generate incident, RCA, SLA compliance and performance reports, and create dashboards using data‑visualisation tools.

Required profile

• Bachelor’s degree in Information Technology, Computer Science, MIS, Engineering or a related field.
• 2–4 years of hands‑on experience in incident management, IT operations, NOC/SOC or IT Service Management.
• Strong analytical, communication and time‑management skills, with the ability to work under pressure.

Required skills

• ITIL framework and IT Service Management (ITSM) concepts.
• Incident management tools (e.g., ServiceNow, Remedy).
• Monitoring platforms (e.g., Nagios, Zabbix).
• Data‑visualisation tools for dashboards (e.g., PowerBI, Tableau).
• KPI, SLA and capacity‑metric reporting.