- Experience
- Any
- Salary
- —
- Openings
- 1
- Posted
- 5 days ago
- Work mode
- In office
- Education
- Bachelor's degree in Computer Science or related field
- Resume
- Required to apply
Where you'll work
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Job description
About the Role
Our client, a prominent company specializing in Retail Technology and IT Services, is seeking an Incident Manager to join their team, reporting directly to the IT Service Delivery Manager. The candidate will utilize creativity and teamwork to manage Retail Systems and Store Infrastructure effectively, handling Networking (LAN/WAN), ServiceNow ITSM, Incident Management, and Root Cause Analysis, while ensuring clear communication with stakeholders and problem-solving aligned with organizational goals.
Primary Responsibilities
- Record, categorize, and prioritize incidents in ServiceNow, ensuring compliance with defined service level agreements (SLAs).
- Collaborate with store technology, networking, and application teams to resolve incidents promptly within target timeframes.
- Perform root cause analysis for incidents and document insights to avoid future occurrences.
- Maintain comprehensive incident records and generate regular status updates for management review.
- Escalate complicated incidents to senior technical personnel to guarantee timely problem resolution.
- Work closely with change management teams to evaluate how planned changes affect incident patterns.
- Take part in on-call duty rotations to provide around-the-clock support as necessary.
- Propose and implement process enhancements to improve the efficiency of incident handling.
Candidate Profile
- Possesses a Bachelor’s degree in Computer Science, Information Technology, or related discipline.
- ITIL Foundation certification is preferred.
- ServiceNow Certified System Administrator certification is an advantage.
- Experienced in managing incidents within retail or environments requiring high system availability.
Additional Information
Job Security Notice: The employer prioritizes your safety and data security. They commit to a secure and transparent recruitment process and will never request payments, banking details, or sensitive personal information. Any suspicious communication should be reported promptly.
About the Parent Company: The overarching organization is a global workforce solutions leader operating in over 75 countries and having more than 70 years of experience facilitating meaningful employment and talent management across various industries via its family of brands.
Minimum education
Bachelor's Degree