we are looking for a Service Management Specialist To ensure the rapid restoration of IT services by leading the Incident Management process, minimizing business impact, and improving service reliability in alignment with ITIL 4 practices.

Responsibilities:

• Oversee the end-to-end Incident Management lifecycle (logging, categorization, prioritization, escalation, resolution, and closure)
• Ensure incidents are handled within agreed SLAs and OLAs
• Lead critical incident bridges, coordinating technical teams for swift resolution
• Escalate to senior management when business impact is high
• Communication & Stakeholder Management
• Provide real-time updates to business units during major outages
• Post-Incident Review (PIR) & Continuous Improvement
• Conduct root cause analysis (RCA) sessions to prevent recurrence
• Work with Problem Management to convert incidents into known errors
• ITIL 4 Best Practices
• Ensure integration with Problem, Change, and Knowledge Management 

 Requirements:

• Advanced proficiency in IT Service Management (ITSM)
• Advanced expertise in Incident Management
• Advanced capability in Major Incident Management (MIM)
• Advanced skills in Troubleshooting Management
• Advanced knowledge of IT Operations Management
• Advanced proficiency in System Performance Monitoring
• Intermediate understanding of IT Infrastructure (Networks/Servers)
• Intermediate knowledge of IT Governance
• Intermediate skills in Problem Management
• Advanced ability in Reporting and Analysis
• Advanced Communication Skills
• Intermediate proficiency in Risk Management