Lead System Engineer

The ServiceNow Incident Manager is responsible for overseeing the incident management process within the ServiceNow platform. This role ensures that IT incidents are efficiently handled, tracked, and resolved in a timely manner, minimizing disruptions to business operations. The Incident Manager works closely with various IT teams, stakeholders, and ServiceNow administrators to ensure seamless incident management processes and the implementation of best practices.

Key Responsibilities

1. Incident Management

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• Oversee the end-to-end incident management process, ensuring incidents are logged, categorized, prioritized, and resolved within agreed service levels.
• Coordinate with IT support teams, business users, and third-party vendors to facilitate the timely resolution of incidents.
• Track the status of all incidents and escalate unresolved or high-priority incidents to the appropriate teams.
• Ensure proper communication of incident status to stakeholders and end-users.

1. ServiceNow Configuration Optimization

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• Configure and optimize ServiceNow Incident Management modules to ensure efficient handling of incidents, from creation to resolution.
• Maintain and update workflows, escalation paths, and notifications in ServiceNow.
• Work with ServiceNow developers and administrators to enhance functionality, automate processes, and improve incident tracking and reporting.

1. Incident Resolution and Root Cause Analysis

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• Analyze incident trends and identify potential improvements to incident resolution processes.
• Conduct root cause analysis for recurring incidents and work with relevant teams to implement preventive measures.
• Facilitate post-incident reviews and provide recommendations for improving service delivery.

1. Reporting and Documentation

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• Generate regular incident reports and dashboards to track performance, SLAs, and KPIs.
• Provide analysis of incident data to identify areas of improvement.
• Document incident management procedures, policies, and best practices for team use.

1. Collaboration Communication

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• Collaborate with change management, problem management, and service desk teams to ensure smooth incident handling.
• Act as a liaison between technical teams, management, and business stakeholders to ensure clear communication and alignment.
• Ensure that end-users are informed about the status of their incidents and any potential impacts on services.

1. Training and Support

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• Provide training to new team members on incident management best practices and the ServiceNow platform.
• Assist in onboarding and providing guidance to users in understanding incident management procedures.

1. Continuous Improvement

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• Continuously evaluate the incident management process and recommend improvements to increase efficiency and effectiveness.
• Stay updated with ServiceNow platform updates, new features, and industry best practices.

Qualifications

• Bachelors degree in Computer Science, Information Technology, or a related field (or equivalent work experience).
• Proven experience in incident management and IT service management (ITSM).
• Proficiency in ServiceNow, particularly in the Incident Management module.
• Strong understanding of ITIL framework and best practices for incident management.
• Excellent communication and collaboration skills.
• Strong analytical and problem-solving abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• ServiceNow certifications (e.g., Certified ServiceNow System Administrator, ServiceNow Incident Management) are a plus.

Key Skills

• Major Incident Management
• Problem management
• ServiceNow background so that he can run the board etc.
• Rotational shift - every 4 weeks they can swap among themselves to maintain work life balance.

Desirable Skills

• Experience in managing cross-functional teams and complex IT environments.
• Familiarity with ServiceNow Service Portal and its integration with other ITSM processes.
• Knowledge of other ITIL processes such as problem management, change management, and service request management.

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