Incident Manager

Bachelor's Degree in an IT-related, Management, Engineering or Computer Science field
• At least 3 years of experience in Incident Management, Problem and Change Management and IT Operations
• Strong verbal and written communication skills, with the ability to translate technical information Ill business terminology and experienced with Client, Vendor and stakeholder interaction
• A solid understanding of the ITlL Incident & Change Management process
• Experience and knowledge of change management principles, methodologies and tools
• Willingness to render rotating shifts and should have no preference to schedule
• Possesses strong attention to detail, leadership, problem solving and analytical skills
• High level understanding of multiple IT Platforms and Infrastructure, and has good technical management, technical understanding, analyzing information, informing others, problem solving, coordination, strategic planning and quality management
• Responds adequately to inquiries and complaints
• Managed multiple high priority initiatives in a fast paced, highly technical environment
• Experienced with any ticketing system, but experience in CASO ticketing tool is a plus
• Able to develop and provide SLA's and KPl's
• ITlL Certification is a plus