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Incident Management ITIL Framework

Salary undisclosed

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Incident Management Senior Engineer (ITIL Framework)

Language Known - Basic English

Basic Knowledge - Mandarin

Good to Have - Cantonese

  • Training, mentoring staff and other team members on incident management processes and best practices.
  • Coordinating with the Service Desk to ensure incidents are properly logged and categorized.
  • Participating in the development and maintenance of incident management policies, processes, and procedures.
  • Ensuring disaster recovery and business continuity plans are in place and effective, including participation in drills and actual events.
  • Regularly reviewing and updating incident management tools and technology to ensure they are current and effective.
  • Leading, driving, and managing internal and external stakeholders, including outsourced vendors, to promptly resolve incidents and requests within the contracted Service Level Agreement (SLA).
  • Collaborating with Change Management to ensure changes are managed effectively and do not adversely affect the Incident Management.
  • Managing problems and risks identified within the environment.
  • Managing Known Errors and related solutions and fixes to prevent recurrence and ensure continuity of service.