Service Restoration Specialist
1 week ago
We are seeking an experienced professional to assume the role of Service Restoration Specialist, responsible for overseeing and managing incidents to ensure prompt restoration of services. The ideal candidate will possess excellent leadership skills, be able to optimize processes, and coordinate efforts across multiple teams to enhance incident management effectiveness and maintain compliance with SLAs and KPIs.
Key Responsibilities:
- Manage end-to-end incident resolution, ensuring timely restoration of services.
- Lead and coordinate response efforts across multiple teams and stakeholders.
- Monitor, analyze, and improve incident management processes for efficiency and effectiveness.
- Ensure compliance with SLAs, KPIs, and industry best practices.
- Provide detailed incident reports, root cause analysis, and recommendations for prevention.
- Collaborate with technical teams, service desk, and business units to enhance incident response.
Qualifications & Skills:
- Proven experience as an Incident Manager or similar role in IT service management.
- Strong understanding of ITIL framework and incident management best practices.
- Ability to manage and coordinate activities across multiple teams under pressure.
- Excellent problem-solving, decision-making, and communication skills.
- Experience working in high-availability environments with strict SLAs.
- Familiarity with incident tracking tools and reporting systems.
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