Incident Resolution Specialist

hace 1 mes


Medellín, Antioquia, Colombia Endava Limited A tiempo completo
Job Overview

At Endava Limited, we're harnessing technology to drive meaningful change. Our Service Delivery team ensures the delivery of our services to clients and their customers, defining and shaping the best processes and tools for maintaining and increasing product value.

The Incident Manager plays a critical role in overseeing the resolution of IT incidents, ensuring minimal disruption to business operations. This involves coordinating with various teams, investigating root causes, and implementing corrective actions to prevent future incidents.

Key Responsibilities:

  • Receive, log, and classify IT incidents.
  • Coordinate incident response teams, assigning tasks and monitoring progress.
  • Conduct root cause analysis to identify underlying issues.
  • Implement corrective actions to prevent recurrence.
  • Update stakeholders on incident status and resolution.
  • Identify recurring incidents and develop preventive measures.
  • Work with relevant teams to implement changes to improve system stability.

Knowledge Base Management:

  • Maintain a comprehensive knowledge base of known issues and solutions.
  • Share knowledge with team members to improve response times.

Reporting and Analysis:

  • Generate incident reports and metrics.
  • Analyze data to identify trends and areas for improvement.
  • Collaborate with clients on business continuity planning and implementation.

Requirements:

  • 4+ years of experience in IT service delivery.
  • Experience working with ITIL-aligned services and relevant technologies.
  • Excellent communication and problem-solving skills.
  • Ability to work under pressure and remain calm.
  • Strong understanding of IT infrastructure and operations.
  • Experience with incident management tools and methodologies.


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