Junior Incident Manager

Our Client is the world’s leading provider of lithography systems for the semiconductor industry, manufacturing complex machines that are critical to the production of integrated circuits and chips.

ICT Strypes provides Quality and Innovative solutions to our clients in the areas of New Initiatives, Application and Product Development, Modernisation and Application Management.

Position:

As an Incident Manager at ICT Strypes, you will be responsible for handling all technical incidents related to the applications which we are developing and supporting. Your role will be the controlling point for incidents and service requests raised by our clients, where, working together with the engineering team, you will need to ensure proper handling and resolution within agreed SLAs.

The candidate will thrive in a work environment that requires strong problem-solving skills and independent self-direction, coupled with an aptitude for team collaboration and open communication, as the successful candidate will need to be very detail-oriented, a good communicator and willing to always achieve results.

Essential Functions:

• Hold overall responsibility for ticket management, including Incidents, Problems and Service Requests, ensure appropriate and timely progression through to resolution;
• Monitors incident ticket queues, identifying backlogs and assisting resolving teams to ensure successful incident assignment;
• Coordination and communication within the internal engineering team and the client team;
• Facilitate conference calls and manage escalations where necessary;
• Lead and manage the full incident lifecycle from detection to closure;
• Own E2E communication, ensuring impacted users receive accurate, timely and clear updates throughout the incident;
• Document incident timelines, impact analysis, post-incident reports and lessons learned;
• Ability to simplify complex information for diverse audiences;

Requirements

Essential Skills:

• 1+ years of experience as Incident Manager, Call Handling or Service Desk environment;
• Experience in high-priority incident management;
• Capable of facilitating cross-team activities and driving restoration of service and incident resolution;
• Familiarity with ITIL Application Support (specifically Service Life Cycle) and experience in implementing these principles in product-specific support;
• Very good documentation skills;
• Very good organisational skills with attention to the detail;
• Very good communication and presentation skills;
• Proactive, cooperative and positive person;
• Very good problem-solving, analytical and time management skills;

Desirable Skills:

• ITIL v3 or v4 Foundations is preferred;
• Experience with a Service Management platform, preferably ServiceNow;
• Previous experience with JIRA;
• Work in a dynamic environment.