Mid-level ITSM Analyst (Incidents)

What You Will Do

Monitor infrastructure, bandwidth, and website uptime; respond to alerts per protocols.
Lead IT incident restoration, using escalation channels as needed to meet SLAs.
Manage communication bridges and deliver clear updates during crisis events.
Handle incident lifecycle, analyze data for trends, and recommend actionable outcomes.
Oversee follow-ups to ensure service improvement in processes, training, and technology.
Mentor team members on IT Service Management best practices.
Produce detailed performance reports and analysis for leadership.
Review scheduled changes for compliance with standards and impact minimization.
Coordinate and manage problem resolution processes and SLA adherence.

Who You Are

Professional availability for rotational shifts when needed, including night shifts.
Strong team player with mentoring ability and seamless collaboration across teams.
Exceptional English communication skills, both written and verbal.
Experience with IT Service Management (Incident, Change, Problem Management).
Familiarity with tools like ServiceNow, MS Tools, Grafana, and Jira preferred.
Knowledge of ITIL, COBIT, or PRINCE frameworks.
Analytical and methodical approach to process and technology evaluation.