What are the responsibilities and job description for the Incident Manager position at Saxon Global?
Our client is looking for a Service Management Specialist to join their Incident Management team within their Operations Control Centre (OCC). The OCC is the organizational unit responsible for Incident, Problem, Event, and Change functions. The Service Management Specialist will work with technical and operations contacts across the enterprise on the highest priority enterprise technology incidents. The ideal candidate is highly skilled in facilitating direct cause analysis and managing restoration of services with an enterprise technology focus.
The Skills & Expertise You Bring :
- Bachelor of Computer Science or Engineering or experience in related fields
- Leverage diverse ideas, experiences, thoughts, and perspectives to the benefit of the organization
- Experience with agile development methodologies
- Knowledge of business concepts tools and processes that are needed for making sound decisions in the context of the company's business
- Ability to learn new skills and knowledge on an on-going basis through self-initiative and tackling challenges
- Excellent problem solving, communication and collaboration skills
- Proven experience working in application or infrastructure related technology roles, technology risk, or controls functions
- Practical understanding of technology stacks including cloud services and core infrastructure components (including network, application architecture, and security tools)
- Ability to translate technical concepts to non-technical audiences
- Ability to influence outcomes and results in situations where technical decisions are owned by various others
- Demonstrated prioritization skills when managing multiple competing priorities
- Understanding of ITIL principles (ITIL v3 or above Foundations a plus)
- Ability to gather and report on metrics for use in Service Management or continuous improvement with a primary focus on automation
