Incident Management Expert (ST Telemedia Global Delivery Centre)

The Incident Management Expert is responsible for managing and leading the Incident Management Team, ensuring timely and efficient handling of incidents, and minimizing their impact.

Requirements

• Bachelor's degree in IT, Computer Science, or a related field (or equivalent experience)
• Proven experience as an Incident Management Specialist or a similar role in a technology, data center, or telecommunications environment
• Strong understanding of ITIL processes, particularly in incident and problem management
• Excellent organizational and multitasking skills, with the ability to manage multiple priorities under pressure
• Strong communication skills, both written and verbal, with an ability to simplify complex technical issues for non-technical stakeholders
• Experience with incident management tools and platforms, such as ServiceNow
• Ability to lead and motivate cross-functional teams during high-stress situations
• Strong analytical and problem-solving skills
• Ability to work in a 24/7 on-call environment if required
• ITIL v3 or v4 certification
• Experience in data center or cloud services industries
• Experience in managing large-scale incidents and driving process improvements
• Experience working in a highly regulated industry such as finance, healthcare, or telecommunications
• Familiarity with ISO 27001, SOC 2, and other relevant industry standards